Laptop/Zone Technician

• Create/Maintain incidents and requests for all Service Desk contacts, using the Service Now ITSM suite.
• Triage tickets (Desktop technicians) in accordance with the JALFHCC Zone tech list (Available on local IT SharePoint). The Contractor shall also ensure proper problem description with screenshot if possible, affected end user location, affected end-user point of contact (email address, location & phone number), affected device network name, and perform basic Tier 1 troubleshooting prior to a triaging ticket to End-User support techs.
• Utilize industry best practices and standards such as ITIL for Service Desk function, respond to Request Fulfillment (requests), and perform Incident Management.
• Create, update, maintain, and review quarterly Tier 1 and Tier 2 Standard Operation Procedures (SOPs).
• Verify users, create temporary passwords, and reset passwords (VistA/Network). As part of the JALFHCC employee checkout process, the Contractor shall deactivate user accounts, clear employee record(s) from the organization unit in Active Directory, and collect all Government equipment.
• Provide user account access assistance with VistA electronic signature codes.
• Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships for more than 3,500 staff members assigned at the facility.
• Issue pagers and batteries for pagers, phones, and headsets for phones/workstations to users.
• Troubleshoot network connectivity issues.
• Perform desktop and laptop troubleshooting to include problems affecting hardware and software.
• Install/uninstall software for desktops and laptops.
• Accurately report completed tickets into Service Now ITSM Suite.
• While performing the duties of this job, the employee is frequently required to walk, stand, sit, or step up to access Data Centers; use hands to, handle, or feel; reach with hands and arms and talk and hear. The employee is occasionally required to stoop, kneel, crouch, and twist. The employee will occasionally lift and/or move up to 50 pounds. Must have a valid Driver's License and motor vehicle insurance (at least equal to the state's minimum coverage requirements), as well as, the ability to travel to customer locations and other destinations for short to medium-term projects.

• A high school diploma or equivalent.
• Prior hands-on experience in addition to supplemented classroom education. In addition, equipment manufacturers or unions may offer courses to help or update professionals working in the field.
• Communication and responsiveness in a timely manner that is a clear, easy-to-understand way to solve the problem.
• Empathetic with interactions that begin with someone who is frustrated or unhappy. Important to understand and identify with the feelings of others and communicate accordingly.
• Patience with clients and customers who ask several questions are unhappy, or ask the incumbent to repeat instructions several times. Patience is important to keep the conversation on track, remain personable, and provide a positive experience.
• Technical knowledge to effectively solve problems. It is likely the incumbent will need to have a bit of technical or industry knowledge to help them resolve the issue at hand.

Salary : $45,000