Desktop Technicians/IT Specialists
Multiple levels need (Entry-Sr Level)
Clearance: Secret or Top Secret required
Onsite, No Remote Work
IAT Level II certification required (Security + or CASP) required
The Desktop Technician’s role is to provide onsite support and maintenance for government users. Support includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The Desktop Technician will also troubleshoot problem areas (remotely, in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. Desktop Technicians work from tickets assigned in the IT Support ticketing system (currently Remedy). The Desktop Technician accepts escalations from the Service Desk and may be asked support a rotational on-call response for after-business-hours issues.
Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROMs, and so on.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems via the assignment of trouble tickets.
Answer to and perform moves, adds, and changes requests as they are submitted by end users.
Support the Daily Situational Briefing with relevant analysis and status updates
Knowledge & Experience
IAT Level II certification required (Security + or CASP)
Certifications from HDI and Microsoft are a plus
Apple/MAC certifications desired
Excellent technical knowledge of PC and desktop hardware.
Excellent technical knowledge of PC internal components.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current PC operating systems, and standards.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into PC/MAC issues and products as required.
Strong customer-service orientation.