Desktop Support Specialist

Description

Our commitment to employee retention is multifaceted: from respectful treatment and aggressive PTO (from day 1) to expansive benefits and continuous learning opportunities, we create a workplace where you can thrive and be your best.

We are looking for a Desktop Support Specialist to join our team. As a member of the team, you will be responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders and other peripheral devices within the Department of State consolidated Bureaus.

Responsibilities:

• Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user tickets and outages.
• Support and maintain COTS and custom-designed applications. Tasks include installation, configuration, and troubleshooting.
• Analyze, evaluate, and test software and hardware in response to issues identified by customers.
• Support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.
• Mitigate identified security issues.
• Research and troubleshoot identified issues. Document tickets.
• Ensure all appropriate steps are taken to investigate and troubleshoot issues. Escalate fully documented tickets if an issue cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Act to coordinate activities across support agencies to deliver support services to customers.
• Manage and track escalations to ensure timely resolution of customer issues.
• Contribute to identifying improvements in the support of hardware, software, or infrastructure-related services.
• Work to meet program service level agreements (SLAs) to resolve customer issues.
• Provide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and IT Mart visitors.
• Install, configure, and troubleshoot microcomputer hardware and software systems, including servers.
• Install, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported by peripheral devices.
• Conduct diagnostic troubleshooting and repair for microcomputer devices.
• Install hardware and software applications on a myriad of computer devices.

Requirements

• Must live in the local DMV area and be able to reliably commute to DC daily.
• Must have an Associates Degree or higher in computer science or a related field.
• Minimum 5 years of experience providing Desktop support.
• Must hold Active DoD Secret Clearance or higher
• One or more industry-standard certifications- A , Security , Network ; etc. preferred
• Must have working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Must have experience providing Tiers 1 and 2 technical support with hardware and software.
• Must have excellent attention to detail.
• Must have a strong working knowledge of computer terms.
• Preferred DoS experience but not required.

Physical Requirements:

• Must be able to move/handle equipment up to 30 pounds

DANE LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type: Full-time

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

Salary : $70,000 - $75,000