Deskside Support

Job Title: Deskside Support

Location: Reston, VA (TechSur HQ Office)

Salary: DOE full benefits

Clearance: Active Public Trust (or ability to obtain)

Overview:

TechSur Solutions is a digital services company whose mission is to enable digital transformation for our customers improving quality and efficiency. Based in the DC metropolitan area, TechSur specializes in advanced cloud services, modernization for both IT structures and applications, leveraging Agile development, and Data Analytics. Since we were formed in August of 2016, we have supported multiple impactful and exciting government programs.

Job Responsibilities

• Respond to requests for service within GAO facilities to assist in the setup of IT equipment to include loaner equipment, audio visual (AV) setup, audio, and video conference room equipment, Video Teleconferencing (VTC) support and Telecom service, etc.)
• Escalate calls as appropriate to appropriate teams to ensure resolution, and track until resolved.
• Monitor the GAO Network for equipment outages, system, and software problems, etc., through server alerts, customer calling trends and report on all issues.
• Provide new hire account testing, computer setups and walk customers through the initial login process of multi-factor authentication, and network password setup.
• Provide new hire orientation of GAO hardware, software, and security requirements. Currently, new-hire orientation is provided in cycle with the Government pay schedule.
• Ensure accessibility requirements are followed in accordance with the requirements set in section 5.C 508 Accessibility and section 1.16 Reasonable Accommodation.
• Provide accessible customer support training to contractor employees to ensure that they are prepared to provide effective support to users with disabilities.
• Provide accessible customer support training to contractor employees to ensure that they are prepared to provide effective support to users with disabilities.
• Provide training to employees to provide support using forms of communication commonly used by people with hearing impairments such as Video Relay Service (VRS), Video Remote Interpreting (VRI) and Relay.
• Provide employees trained in disability awareness and have an Assistive Technology subject matter expert available to ensure the helpdesk can provide accurate and effective support to users with disabilities. (See Reasonable Accommodation Section 1.16)
• Have a clearly defined process for handling and escalating accessibility-related issues reported by users.
• Provide training materials, interoffice documents/forms, and resources that are accessible to people with disabilities. This includes providing closed captions and/or audio descriptions for videos and ensuring that training materials are available in accessible formats.

Required Skills/Work Experience

• 1-5 years of relative experience
• Ability to respond to service requests, escalate calls as needed, and track issues until resolution.
• Ability to set up, configure, and troubleshoot IT equipment, including loaner devices, AV systems, Video Teleconferencing (VTC) equipment, and Telecom services.
• Experience in monitoring network equipment, detecting system/software issues, and responding to server alerts.
• Proficiency in setting up new hire accounts, configuring computers, and guiding users through multi-factor authentication (MFA) and network password setup.
• Understanding of IT hardware, operating systems, and common enterprise software applications.

Education

• Bachelor’s degree in computer science, information science, or related field