Desktop Support Technician

Desktop Support TechnicianLocation: Syracuse, NY Schedule: Full-time, onsite Monday-Friday Salary: $70,000–$80,000, commensurate with experience KMRG, LLC (KMRG) is a federal services company that hires talented professionals to support Government agencies and the communities they serve. We are hiring a Desktop Support Technician to join our team and provide primarily onsite support to the U.S. Attorney's Office for the Northern District of New York (USAO NDNY) in Syracuse, NY. In this role, you will help maintain the office's daily information technology operations by troubleshooting technical issues, supporting end users, configuring equipment, maintaining hardware and software, and assisting with network and mobile-device support. This position is a strong fit for someone who is technically skilled, customer-focused, and comfortable explaining technology to users with different levels of experience. You will play an important behind-the-scenes role in keeping critical systems, equipment, and office operations running smoothly.ResponsibilitiesProvide responsive technical support through in-person, telephone, email, and electronic ticketing channelsDiagnose and resolve customer-reported hardware, software, account, and connectivity issuesCommunicate clearly and professionally with end users throughout the troubleshooting processReset user passwords and assist with routine account-access issuesProvide technical guidance and assistance with commonly used applications and equipmentOrient new users to standard hardware, software, and office technologyEscalate complex or recurring technical issues to the System Manager or appropriate IT personnelIdentify trends and patterns in reported incidents and recommend potential solutionsInstall, configure, upgrade, troubleshoot, and maintain computer hardware and softwareProvide support for desktop computers, laptops, mobile phones, tablets, printers, copiers, and scannersMaintain video teleconferencing equipment, desk phones, headsets, and related office technologyApply routine software updates, security patches, and program maintenanceConfigure and maintain Windows-based workstations and related operating systemsTroubleshoot Microsoft Office applications, including Word, Excel, PowerPoint, Access, Teams, and SharePointManage Adobe applications and other approved software toolsAssist users with Apple iOS devices and mobile technology, as neededAssist with configuring, installing, troubleshooting, and maintaining network systemsSupport network standards, protocols, capabilities, and applicationsAssist with hubs, routers, switches, bridges, servers, and related network hardwareHelp diagnose network-connectivity and equipment-performance issuesCoordinate with the System Manager and IT Specialists when resolving systems-related problemsFollow established technical, cybersecurity, and agency operating proceduresSet up, relocate, reconnect, and test computers and related IT equipmentCoordinate with the property-management team regarding Government-furnished equipmentTrack and communicate changes involving equipment assignments and user locationsMaintain equipment inventory, accountability, and asset-management recordsHandle the proper disposal of electronic media and technology equipmentPerform routine Personal Identity Verification card maintenanceArchive and dispose of electronic records in response to authorized customer requestsProtect confidential, Privacy Act-protected, and sensitive Department of Justice informationEnsure Government information remains within authorized systems, networks, equipment, and facilitiesFollow Department of Justice cybersecurity, records-management, privacy, and security requirementsReport suspected security or privacy incidents through established proceduresComplete required ethics, cybersecurity, privacy, and records-management trainingPerform related information technology duties within the scope of the positionRequired BackgroundMinimum of three years of professional experience providing general IT supportExperience demonstrating qualifications and work history relevant to the IT duties described for this positionExperience and expertise performing the required information technology support servicesProficiency with Microsoft Office applications, including Word, Excel, PowerPoint, Access, Teams, and SharePointProficiency using Adobe applicationsHigh-level working knowledge of Windows operating systemsStrong attention to detail and customer-service skillsStrong oral and written communication skillsDemonstrated problem-solving abilityAbility to comply with rigorous agency policies, procedures, and operational protocolsEducationBachelor's degree in information technology or a related field requiredLocation100 South Clinton Street, Room 900, Syracuse, NY 13261TravelTravel within the Northern District of New York or occasionally outside the district may be requiredOfficial travel must receive prior Government approvalLocal travel within 50 miles of the assigned work location may be requiredWork HoursFull-time, Monday-FridaySome schedule flexibility may be required based on office needsLimited overtime may be required with prior authorizationTeleworkTelework is not authorizedClearanceMust be a U.S. CitizenMust be able to obtain favorable adjudication for the required background investigationMust receive Government authorization before beginning workClientDepartment of Justice (DOJ)Employment ClassificationEmployment Classification Eligibility — Exempt****************** KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law. Other Considerations. Applicants will be subject to a background investigation. Individual's primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.