Desktop Support Technician

Job Description REPRESENTATIVE DUTIES: Accurately records daily tasks and assignments for metrics gathering on task orders. Coordinates the updates of cell service hardware and software applications. Develops procedures and training material for customers and internal use. Aids in the design, development and maintenance of various system applications. Troubleshoots and resolves complex IT-related problems. Support will include VIP level assistance and ability to work afterhours as needed. Works independently under overall project objectives and requirements; apprises Project Manager about progress and unusual complications. Work is reviewed for accuracy of judgment, compliance with instructions, and to insure proper alignment. Guidelines usually include existing systems and the constraints imposed by related systems with which the incumbent's work must be meshed. Adapts design approaches successfully used in precedent systems. Completed work is reviewed for timeliness, compatibility with other work, and effectiveness in meeting requirements. May provide functional direction to lower level assistants on assigned work. Performs other duties as assigned or required. KNOWLEDGE and SKILLS: Knowledge of applicable computer system software programs and MS Office Applications. Knowledge is strong in problem research and resolution skills. Ability to work in a secure environment and always adhere to security protocols. Ability to troubleshoot hardware/software. Strong written and oral communication skills. High attention to detail & equipment accountability. Ability to maintain security of devices. Ability to activate, deactivate and\or suspend service on devices. Skill in working independently, multitasking, prioritizing projects, and meeting deadlines. Skill in using analytical and research skills in performance of job duties. Skill in establishing and maintaining cooperative working relationships with others. Keen attention to detail. Maintain inventory of all devices. Ability to effectively prioritize and execute tasks in a high-pressure environment. Strong customer service orientation. Experience working in a team-oriented, collaborative environment. Ability to be proactive and continuously stay up to date on the latest New Technology trends. Page 2 of 2 Setup and support unique systems (ex. Janus, machines with external hard drives, x-ray viewer, Eubank scanners). Troubleshoot unique devices and hardware issues (ex. PCA photo printer, handheld scanners, KVM, 49” monitors, docking stations losing monitors, network, power to battery) Troubleshooting to resolution or redirect to appropriate support helpdesk. Above-baseline imaging. Issue | Setup | Relocate hardware support. Setup KVMs for users with SIPR and NIPR (Ops Center & KG175s). Package | Mail remote users’ equipment for both government and contract personnel. Assist remote users with troubleshooting. LCR distribution: Setup OneDrive, Teams, Outlook, test VPN and issue power supply (travel). Collect equipment turn-ins: Complete paperwork, remove\destroy hard drives, scan equipment received, and send scan to G4 for TI. Off-site LARs support: Handing off unique bios password to supporting NEC personnel for LARs and issuing new and\or LCR equipment (including shipping). Input | Approve all HQ JMC TCOs Skills Desktop, Support, Troubleshooting, Hardware, Windows 10, Active directory, Windows, Customer service MINIMUM QUALIFICATIONS: A Bachelor's degree in Computer Science, Information Technology or equivalent AND five (5) years of progressively complex information technology and/or computer support experience; OR equivalent combination of education, training and experience. Should possess certifications in related areas and have clear goals of additional certifications needed to support emerging technologies. Recommended two (2) years’ experience in IT related field. ADDITIONAL REQUIREMENTS: May be required to periodically work outside the traditional work schedule. This includes after hour support. Security+ is required for DoD 8570.01-m IAT Level 1 position. An Interim Secret Clearance is required prior to confirmed full time employment. Hired personnel will be required to complete SCIP training through the NEC. MINIMUM PHYSICAL REQUIREMENTS: The follo #J-18808-Ljbffr