Careers

Desktop Support Technician

Responsibilities
Provides support to users on issues of moderate complexity. Applies knowledge of state-of-the-art software, hardware, network infrastructure, and information technology to troubleshoot user/system problems. Provides installation services and defines facilities requirements. Routes complex problems to more experienced technical specialists. Simulates or recreates customer problems to resolve user operating difficulties.

Principal Duties
Assists users on technical matters regarding product use and problems or inquiries, and ensures proper handling and follow-up. Documents problems and corrective procedures. Works with development personnel to determine problem solutions. Must be experienced in developing trouble tickets via Remedy trouble ticketing system. Be able to respond within Service Level Agreement (SLA) timeframes. Support of traditional users, as well as elite and VIP personnel. Provide communications to end users as well as documenting notification and resolution of problems.  Functional Responsibility: Is responsible for directing technical work on projects. Performs a variety of analyses and prepares appropriate documentation. Prepares and makes briefings and presentations. Leads team in on-site management of installations.  Works independently and installs, operates, maintains, configures, troubleshoots, and repairs IT systems devices, circuits, cables, components, software, and end-user devices, components, software and connectivity. Assists in the development and management of project plans. This includes the review of task performance and work products for correctness, for adherence to design concepts and user requirements, and for progress in accordance with schedules.

Education

  • General Experience: Seven (7) years of progressive Information Technology (IT) experience with an Associate’s Degree or Formal Accreditation (e.g. A+, Network+, Security+, or CISSP).
  • All candidates must be US Citizens and be eligible to obtain and maintain a security clearance.

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