Job Description :
Desktop Technician
Location: Crystal City, VA / Chantilly, VA
Clearance: Active Top Secret
Schedule Monday through Friday / 7 AM – 4 PM
The technician shall be responsible for providing maintenance of computing devices, associated peripherals, and approved software, and shall install and maintain hardware and software on those devices and associated peripherals. The technician shall install all upgrades (memory, hard drives, etc.) and peripheral devices. The technician will provide the appropriate office support to coordinate and schedule new equipment installations. The technician shall monitor and update ServiceNow to ensure that all Service Level Agreements (SLAs) are met and make updates to ServiceNow asset records. The technician shall assist in coordinating, scheduling and performing relocations and re-installations of equipment. The technician shall perform periodic physical audits of end user computing devices to compare with ServiceNow’s records (deployment location, storage location, and assignee information).
Requirements and Skills:
Desktop Technician
Location: Crystal City, VA / Chantilly, VA
Clearance: Active Top Secret
Schedule Monday through Friday / 7 AM – 4 PM
The technician shall be responsible for providing maintenance of computing devices, associated peripherals, and approved software, and shall install and maintain hardware and software on those devices and associated peripherals. The technician shall install all upgrades (memory, hard drives, etc.) and peripheral devices. The technician will provide the appropriate office support to coordinate and schedule new equipment installations. The technician shall monitor and update ServiceNow to ensure that all Service Level Agreements (SLAs) are met and make updates to ServiceNow asset records. The technician shall assist in coordinating, scheduling and performing relocations and re-installations of equipment. The technician shall perform periodic physical audits of end user computing devices to compare with ServiceNow’s records (deployment location, storage location, and assignee information).
Requirements and Skills:
- 6+ years’ experience in supporting enterprise level PC’s as an IT Desktop (Desk-Side) or Help Desk Technician
- Active Top-Secret security clearance with ability to obtain SCI access (which requires passing a CI polygraph)
- IAT Level-2 Technical Certification (CompTIA Security+ or equivalent) required within 90 days of hire
- Associates degree in IT / Computer Sciences, preferred
- Able to support systems on both classified and unclassified networks
- Familiarity with security requirements (ICD 503, DFARS, etc.)
- Advanced understanding of Active Directory (heavy account management).
- Advanced understanding of UNIX (account management, permissions, etc.).
- Advanced understanding of the McAfee suite of security products (i.e. ENS, DLP, MDE)
- Advanced understanding of hardware support experience (i.e. swapping hard drive, fan, motherboard)
- Advanced understanding of troubleshooting HP systems
- Advanced understanding of maintaining/troubleshooting VoIP devices (i.e. Cisco Call Manager/Unity)
- Advanced understanding of installing/supporting/ troubleshooting Windows and Mac OS devices, MS Office, network connectivity issues, etc., and perform system (re)imaging using LANDesk or other imaging technologies.
- Advanced understanding of data transfers using USMT.
- Advanced understanding of inventory management, shipping and receiving, asset management. Includes: warehouse processes for shipping/receiving packages, asset tags, unboxing, return merchandise authorization (RMA) tracking.
- Advanced understanding of the ServiceNow ticketing system.
- Preferred working knowledge of audio, video, control, and communications systems.
- Preferred knowledge of audio, video conferencing, or control equipment manufacturer certifications is a plus (Polycom, AMX, Crestron, etc.)
- U.S. Citizen (not dual)
- Submit/Pass a 10-year Dept. of Defense background check, criminal history, drug screening, and fingerprints
- Valid driver’s license/Real-ID with clean driver’s history
- Applicant must have a strong work ethic, be extremely organized and detail-oriented, be a self-starter with excellent time-management, problem solving, and multitasking skills
- Applicant must have excellent front-facing / face-to-face customer service skills
- Minimum 1 year of customer service experience (call center, retail, or other customer facing role)
- Problem solving skills from active listening to, and educating, customers through resolution and a set of delivery expectations
- Excellent communication skills (in English), both verbal and written, to articulate details in a professional manager
- Position may require ability to sit, stand, walk extended distances, bend, stoop, squat and lift to 35 lbs. from the floor to desktop for extended periods of time
- Experience with a ticketing system like ServiceNow a plus
- Experience in leading technicians and/or administrators
- Advanced understanding of service delivery framework
- Ability to plan and prioritize their work assignments to meet deadlines/SLA’s in a fast-paced environment without supervision
Benefits:
- 17 days PTO
- 7 paid holidays
- Floating holidays
- Comprehensive benefits package
- Medical
- Dental
- Vision
- Short/Long Term disability
- 401K Plan
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