This position will require on-site support during the COVID pandemic 8 hour shift between 6:00AM to 6:00PM Monday – Friday including Federal Holiday’s
TS Clearance required
Benefits of becoming an End User Support Technician with us :
Job Duties and Responsibilities:
· Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
· Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
· Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
· Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
· Reviews pending tickets daily, updating work details according to DSS ticket management procedures
· Investigates and resolves all connectivity issues related to IT equipment
· Performs daily checks with customers and their support staff
· Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
· Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
REQUIREMENTS:
· Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
· Experience with patch management software (e.g., SCCM)
· Experience installing, upgrading, and removing software
· Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
· Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
· Advanced experience with Active Directory management & administration
· Knowledgeable of Problem Management best practice and processes’
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Work Location:
Work Remotely
Job Type: Full-time
Pay: $75,000.00 – $90,000.00 per year
Benefits:
Schedule:
Experience:
Security clearance:
Work Location: One location
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