Service Desk Technician (CBKS)

Description

Our Service Desk technicians provide Level 1 and 2 maintenance and support of computers and peripherals via phone, onsite and remote support. Service Desk tech’s duties include creating, editing and closing helpdesk tickets via Remedy; imaging, deploying and troubleshooting Windows 10 as well as MS Office 2016 Suite, and for MS Teams/Office O365. Support is for laptops/desktops/MS Surface Pros in a predominantly Dell environment. Support for many 3rd party applications including but not limited to Adobe Creative Suite as well as MS Azure. Support of multiple government networks as well as commercial Comcast network.  Affect moves of equipment from one location to another to include breakdown and setup of the same. Provide basic troubleshooting to printers, multi-function devices and mobile devices such as laptops and Surface Pros. Service Desk techs provide extended support to remote users and have to troubleshoot remote access/VPN issues. 

Requirements

Essential Duties and Responsibilities: 

1. Provide hardware/software support to multiple users in a WIN10/Off2016 environment

2. Install, troubleshoot, repair and maintain desktops/laptops/MS Surface Pros as well as printers/MFD’s and other ancillary equipment

3. Image/Re-image devices as well as deploy and support either onsite or via remote access

4. Responsible for entering/editing/closing trouble tickets via the ITSM (Remedy) system

5. Provide immediate support to VIP’s and Seminar rooms as well as briefing rooms 

6. Provide support to multiple network domains to include commercial network

Other Duties and Responsibilities:

1. Trouble shoot 3rd party software applications within a secure government network 

2. Provide customers with warranty and other hardware information when needed 

3. Assist with the disposal of sensitive items of equipment to include sanitizing of old hard drives

4. Image and support devices with MS Azure for the commercial network

5. Perform other duties as assigned.

Supervisory Responsibilities:

None

Qualifications:

1-2 years of tier level 1 PC and peripheral installation, upgrade, corrective/preventative maintenance support.