Tier II Deskside Support Technician - Public Trust

Clearance Level
None
Category
Help Desk
Location
Washington, District of Columbia

REQ#: G2019-67995

Job Responsibilities: Work on a Federal Government agency's infrastructure operations maintenance and support services. Provide technical assistance to computer system users. Answer questions and resolve computer problems; provide assistance concerning computer hardware and software including printing office tools, email and Windows Operating Systems, Windows 7 and 10. Perform mid-level computer related troubleshooting and maintenance including virus removal/password resets/email setup/software installs. Perform other services and various assignments related to the function of the Help Desk. The candidate must be able to organize, multitask, and provide quality customer service.

Additional Responsibilities:

  • Provide friendly and helpful customer service as first point of contact
  • Provide technical and software support to end-users.
  • Provide Phone support desktop and laptop customers in house and remotely Installing, maintaining, and upgrading laptops, workstations and software, mobile devices, printers, copiers and fax machines
  • Assist the client in solving laptop workstation and networking issues
  • Maintain and repair workstations, computers and peripherals.
  • Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance
  • Provide reporting and ticketing information,
  • Maintain working knowledge of products and/or services
  • Prepare reports and correspondence as needed.
  • Enter and track activity and user information within trouble ticketing system.
  • Perform other duties as assigned by supervisor
  • Commitment to excellence and high standards.
  • Strong organizational skills; able to manage priorities and workflow.
  • Troubleshoot problem areas in a timely and accurate fashion.
  • Maintain and improve quality results by adhering to established processes, procedures and guidelines
  • Recommend improved procedures for CSC responsibilities
  • Inform and educate clients by explaining procedures; answering questions; providing information

Required Skills:

  • Possess excellent customer service skills
  • Detail oriented and possess excellent organizational skills
  • Excellent writing and communication skills
  • Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary
  • Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, IronKey devices, and local and/or network printers
  • Ability to follow through multiple issues in a fast-paced environment with dynamic priorities
  • Must be able to obtain Public Trust security clearance

 

Preferred Certifications:

  • HDI Customer Service Representative
  • CompTIA A+
  • MCSE
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" We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.