Description
We are seeking a Mid-level Desktop Support Technician to join our Field Services team at a government site in Suitland, MD. As a key member of the team, you will provide direct desk-side support to customers, troubleshoot and repair IT devices, and ensure timely resolution of customer tickets.
Responsibilities:
- Manage customer tickets according to established Service Level Requirements (SLRs)
- Troubleshoot and resolve user computer issues, including hardware and software-related concerns
- Ensure customer-related tasks are completed within the set timeline
- Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components
- Assist other technicians in resolving complex issues
Requirements:
- US Citizen
- DoD Top Secret/SCI Clearance
- HS diploma with 4+ years of prior relevant experience
- Valid DoD 8570 IAT Level II: Security+ or higher Certification
- Demonstrated expertise in IT Enterprise Operations
- Experience with Microsoft Windows OS, version 10
- Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software
- Basic network troubleshooting skills
- Excellent customer service skills
- Excellent oral and written communication skills
Preferred Qualifications:
- Organized and detail-oriented
- Strong leadership skills
- Self-motivated/self-directing
- Strong collaboration, prioritization, and adaptability skills
- Ability to manage and prioritize own work and that of their team
- Independent decision making
- Analytical thinking
- Ability to effectively communicate with all organizational levels
The hourly rate for this position is $37.76. The pay range for this job level is $50,700.00 - $91,650.00.