Desktop Support

Job Description:

Overview of work environment/workspace Office IT environment

How will this role interact with and support the team? Size of team? Each member will work independently through a ticketing system to provide "white glove" service to staff assigned.

Details of the project this role will support Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base

• Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail
• Installation of specialty software which is not already packaged in SCCM
• Removal of devices from the network as directed by Security
• Assess issues and diagnose problems with printers
• Install printer toner

What have others done to succeed in this position? the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions.

What is a typical workday? Working through their assigned tickets

This is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.

The types of work a candidate for these positions should expect to perform include but aren't limited to the following:

• Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base
• Break/Fix support for government-provided end-user computer devices, such as replacing hard drives or batteries which fail
• Installation of specialty software that is not already packaged in SCCM
• Removal of devices from the network as directed by Security
• Assess issues and diagnose problems with printers
• Install printer toner

ESA V prides itself in providing high-quality customer support. A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner. As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple buildings in Washington without direct supervision are all critical to the success of the individuals selected for these positions. Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice. Due to the critical importance of the work done in these offices, timely and professional responses to all incidents and service requests must be achieved. This "white glove" service may sometimes require after-hours support to be provided.

If this sounds like the kind of environment where you can thrive, keep reading!

All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology used by the department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Experience working on and resolving issues with this type of office IT environment is a must!

• High School diploma with 5 years of prior relevant experience
• Customer service-focused attitude
• Current Secret clearance
• Ability to maintain a Secret clearance
• Past experience providing IT (Tier II) support in a Windows office environment
• Excellent written and verbal communication skills
• Use of an ITSM ticketing system

Desired Requirements:

• Past experience with Department of Justice components