Tier 2 Desktop Support Technician

Help Desk Technician III

Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Desktop Support Technician joining our team to support AmeriCorps activities at their HQ in Washington, DC.

At GDIT, we foster a people-centric environment. As a Desktop Support Technician supporting AmeriCorps, you will be trusted to support users on their Windows11 systems running Microsoft office applications and other end user hardware and software in both an in-office and remote environment. In this role, a typical day will include:

• Providing technical support to staff and customers on software systems by testing software and hardware products and maintaining software documentation. 
• Troubleshooting desktop PC problems.
• Responding to and following up on internal and external customer support problems.
• Performing machine imaging and configuration.
• Performing asset management duties.

WHAT GDIT CAN OFFER YOU:

• Full-flex work week
• 401K with company match
• Customizable health benefits packages
• Collaborative teams of highly motivated critical thinkers and innovators
• Internal mobility team dedicated to helping you own your career
• Rewards program for high-performing employees

WHAT YOU’LL NEED:

• Associate’s Degree
• 5+ years of technical support experience in current desktop and laptop computers, various operating systems to include or more of the following
• Knowledge of Windows 10/11, Ticketing system (ServiceNow), MS Office, O365, OneDrive and other end user software and hardware
• Public Trust Level 4 (full background investigation)
• ITIL foundations certification desired
• Security+ certification required or the ability to obtain within 3 months of start

Job Responsibilities:

• Configures, installs, and supports desktop computers, laptop computers, handheld devices/phones, printers, monitors, desk phones, portable data storage devices, and other general peripherals.
• Relocates IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Connects and configures IT devices to use computer networks.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Provides software support for users of AmeriCorps-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
• Supports AmeriCorps proprietary software. 
• Supports desktop and phone maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management. 
• Provides virtual assistance sessions using Ivanti Management Console and Microsoft SCCM
• Develops end-user documentation and instructions.
• Ability to work well under pressure and to meet deadlines as needed.
• Provides technical support to the customer for meeting management by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, robotic camera operation, bridge lines, projectors, etc.
• Tracks and updates the movement of all IT assets (laptops, phones, desktops, printers, etc.) within the stipulated database and within time constraints. 
• Re-images desktops and laptops, as needed, and deploys new equipment to end users. 
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory.
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and printers.
• Follows set policies and procedures when assisting clients to ensure proper handling of requests.
• Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I support.
• Works with Tier I/III and other groups to resolve technical problems.
• Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed. 
• Supports continuous improvement in the process and quality of the operations.
• Participates in troubleshooting of issues with the drive towards root cause identification and resolution.
• Participates and contributes to the User Acceptance testing.