What are the responsibilities and job description for the Help Desk Support Spec IV position at Protos IT?
Job Details
title: Deskside Support Technician
Location: Washington, DC (On-site 5 days a week)
Duration: 6 months possible extension
Security Clearance: Public Trust
Location: This position will be 100% onsite at the customer location(s) in Washington, DC.
Clearance: Public Trust security clearance required (Secret Clearance highly desired).
looking for a Deskside Support Technician to support the Enterprise Standard Architecture V program, in Washington, DC. An IT Services program supporting several customers. 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 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
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 building 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. Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved. This white glove service may sometimes require after-hours support to be provided.
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 in use at 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!
Required Education & Experience:
High School diploma with 5 years of prior relevant experience
Customer service - focused attitude
Current Public Trust clearance
Ability to maintain a Public Trust 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
