Expected Job Duties:|
Provide technical support for the Field Services Section in the Desktop Services Group (IDS) in the Information Technology Services Department. Provide build and desk side support for customer departments.
Research, analyze, diagnose and resolve issues with customer systems including computer hardware & software, peripheral equipment, and networks using documented processes where available and best practices were not. Perform computer imaging including software & hardware validation and pre-delivery testing. Provide onsite services for customers to include incident response, delivery and system set-up of new & repaired computers along with installation of additional hardware.
Perform other duties as assigned (e.g. Help Desk support, conference facility set-up, project work.)
Provide documentation as appropriate (e.g. ticket creation and maintenance, e-mails, process improvements, knowledge base articles.)
Bachelor’s degree in an IT-related field or at least 5 years of recent work experience. Ability to troubleshoot and resolve technical problems for users. Ability to independently resolve widely varying complex problems using current job knowledge and using research and external resources.
Hardware, Operating System and networking experience. Hardware experience to include Intel based desktops, laptops, and printers. Operating System (OS) experience to include Windows and Mac OS. Networking experience to include strong understanding of TCP/IP and DNS. Understanding of Active Directory and Exchange.
Highly motivated and have strong customer focus with the ability to interface with all levels of staff.
Must have a Secret Clearance or the ability to receive.