What are the responsibilities and job description for the Desktop Support II Technician position at TIME Systems?
Desktop Support Technician
Location- Washington, DC
Clearance- Secret
Certifications- CompTIA Security or equivalent
About TIME Systems
At TIME Systems, we are at the forefront of Technology, Innovation, Management, and Engineering solutions. Our commitment to empowering our team and fostering impactful leadership has established us as a leader in our field. Our work extends beyond business, actively contributing to local charities. We are proud of our CMMI Level 3 for Services and Development, ISO 9001:2015 certification, and our regular presence on Inc. Magazine’s “Inc. 5000 List” and Syracuse University’s IVMF “Vet 100 List."
Benefits
When you join our team, you’re joining a company that prioritizes your health, well-being, and financial security. Here’s a quick overview of our benefits:
- Health Coverage: Select from three plans, including a 100% company-funded employee-only plan.
- Dental Coverage: Our dental plan offers extensive care with no annual maximum.
- Vision: Our vision plan covers regular eye exams and corrective eyewear.
- Life Insurance and AD&D and other customizable coverage options!
- 401(k) Retirement Plan
- Health Savings Account (HSA), Flexible Spending Account (FSA), Short- and Long-Term Disability Insurance, Employee Assistance Plan, and more!
Why Join Us
- Veteran Preference – Strong value placed on military veterans and their skills.
- Career Growth – Opportunities for professional development in a supportive environment.
- Innovative Culture – Be part of a team that pushes boundaries and makes tangible impacts.
Role Summary
TIME Systems is looking for senior desktop support technicians to join our team. Your primary objective is to ensure smooth operation of desktop environments by troubleshooting problems, performing installations and upgrades, and maintaining equipment while enhancing user productivity.
Key Responsibilities
- Oversee day-to-day IT service operations, ensuring compliance, mission effectiveness, and cyber resilience.
- Coordinate and collaborate with various teams, including government and interagency partners, to support seamless IT operations.
- Ensure IT service operation efforts are aligned with Continuity of Operations (COOP) strategies and enable effective command and control for DoDIN operations.
- Implement proactive configuration management processes to maintain data integrity and operational effectiveness.
- Utilize sensors and data-centric processes to drive decision-making and proactive service improvements.
- Support defense across the AOR’s to protect IT assets and ensure mission continuity.
- Drive Continual Service Improvement (CSI) by optimizing IT services, aligning with DoD best practices, and implementing industry standards.
- Report service status and performance metrics to leadership and recommend improvements to enhance operational efficiency.
- Coordinate with personnel to ensure appropriate training and knowledge sharing on IT and cybersecurity best practices.
- Support remote exercise activities as the mission dictates in like home base capacity.
- Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
- Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
- Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer.
- Assist other teams to troubleshoot and resolve local and network-connected MFD/printers.
- Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues.
- Work directly with VIP and executive-level customers to provide premier computer and network support.
- Build and mature the relationship with your IT customer, understanding the mission and your role in supporting operational requirements of that mission.
Requirements
- Bachelor's degree and 4 years of prior relevant experience or Masters with 2 years of prior relevant experience, additional years of relevant experience may be accepted in lieu of a degree.
- Currently possess a DoD Secret security clearance.
- Currently possess a minimum DoDD 8570 IAT Level II certification (e.g. Security CE).
- Experience writing strong technical support/triage documentation.
- Experience reviewing system events and performing triage to determine impact and urgency.
Preferred Qualifications
- Experience working with ITSM tools, such as Remedy.
- Experience working in a military command or operations center.
- 2 years' experience with switches and routers.
- Any associated DoDD 8140 compliant certifications.
We are TIME Systems: Committed to Excellence, Dedicated to Service.
TIME Systems, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
