Join a team of Desktop technicians who perform multiple functions related to various desktop platforms, voice and video systems in a classified environment. TS/SCI CI Poly required. Zero exceptions.
The Desktop Support technicians provides PC, telephone and video support which may include duties such as
Unpacking and setting up PCs Installing PC operating systems via scripted install packages Installing application software on PCs via scripted install packages. Providing basic user support for the software; PC, telephone and video troubleshooting when operation errors occur. Providing initial troubleshooting and resolution for Virtual Desktop Infrastructure (VDI) thin client systems. Providing limited support related to microcomputer networks and providing user training in basic hardware and software functions.
Performs all administration involved with PC (desktop/notebooks) distribution, including:
Performing inventory on software and computer stock and making request for order or ordering new equipment. Performs service center technology support which may include duties such as installing an IP phone, installing COTS – GOTS software using scripts and install packages, service center technology troubleshooting when operation errors occur. Work closely with other members of Service Operations team, Service Design and Service Transition personnel and other IT technical and applications staff. Support network and locally attached printers. Use of the Support Center ticket database to track, update and close tickets as well as provide asset data updates to the Configuration Management Database (CMDB). Create and maintain documentation to help train employees resolve day to day issues and knowledge transfer. Identify and execute process improvements and other enhancements that improve operational efficiency. Troubleshoot and resolve unique or complex problems in an efficient manner. Prepare clear and timely technical documentation that explains recommended/required actions. Interface directly with the client and parallel teams, as necessary. Expert knowledge of networking concepts and technologies. Troubleshoot to determine problems for operating systems, applications, network, or mobile issues. Provides phone support to users in the areas of e-mail/exchange, print services, directories, standard Windows desktop applications, chat, and SharePoint. Compiles analysis of trouble tickets to provide monthly trending report. Monitors status of open tickets and reporting progress at the weekly operations meeting with the customer. Answers and addresses trouble calls from Customers and Tier I organizations. Provide Tier I and II troubleshooting on desktop systems, software (MS Office, etc.), printer issues, Video Teleconferences, and server/network related issues as part of service desk functions