Desktop Support Technician

Description

This temporary staff position will be required to assist T2 & T3 consumer platform staff and assist with multiple ongoing projects as well as to assist with customer support for the consolidated agencies.

Position Description

This position functions as a level two support position for Desktop Services. This position will provide support for a managed computing and hardware environment as well as being able to complete special assignments and projects with minimal supervision.

The managed service includes

equipment life cycle support, procurement, delivery and installation, configuration, break/fix and technical support, MAC requests, anti-virus protection, malware/spyware protection, security configuration, personal firewall, troubleshooting network connectivity issues, application support, and user ID administration.

Specific Duties

• Provides technical support remotely and/or onsite at client locations.
• PC Refreshes and Break\Fix
• Consults with clients and arranges site visits as needed.
• Consults with specialists to resolve incidents of a higher complexity.
• Makes configuration changes to equipment as needed.
• Assures required service levels are maintained by understanding prioritization model and responding accordingly.
• Ability to identify non-desktop related issues.
• Engage other DIT resources as necessary to resolve complex issues.
• Works with vendors and Specialist on vendor related issues.
• Ability to manage timelines, resources and personnel (internal staff and contractors), and leads implementation efforts to completion.
• Document and maintain Technical processes and procedures required for the Tools, Applications and Technical support provided to our lower level tiers and customers.
• Communicates effectively with person of all technical abilities and positions.
• Interacts with broad range of representatives to solve problems.
• Handles difficult client situations with diplomacy and professional attitude.
• Conducts follow-up to ensure client satisfaction.
• Serves a technical resource for highly complex problems.
• Analyzes and assesses client needs to help deliver appropriate reports, troubleshoot problems and responds to customer needs.

Skills Required

• SCCM
• WIN10
• O365
• Office 2016
• Intel/AMD-based computing equipment
• MAC & Tablets
• Lumension
• Good Communication and Documentation Skills
• Active Directory
• AGPM
• Intel Security(McAfee)

All your information will be kept confidential according to EEO guidelines.