Deployment

Job Title - Tier II On-Site Deployment Staff

Location Washington, DC

Must be able to interact with executive-level customers and management

Possess excellent customer service skills

• Ability to work in a fast-paced environment and meet challenging deadlines.
• Demonstrated excellent communication skills and telephone mannerisms.
• Strong business / systems analysis experience working closely with users to resolve problems and capture new business requirements.
• One (1) year minimum experience with MAC OS
• One (1) year minimum experience supporting clients using remote access software

Experience / exposure to Cisco Any Connect

One (1) year minimum experience supporting remote connectivity (VPN)

o Experience with Remote Secure ID console preferred but not required

• Three (3) years of Active Directory User & Account Administration
• Three (3) years minimum experience in an IT Call Center environment
• Three (3) years minimum experience with Microsoft Windows 10 and Office 365 applications
• Three (3) years minimum experience supporting Mobile operating systems, i.e. iOS, Android

Experience with Mobile Device Management Console (Air Watch, Apple Business Manager) experience preferred but not required.

• Three (3) years minimum experience supporting Microsoft Office365 Pro Plus; SharePoint, and Exchange Online.
• Five (5) Years’ Experience using BMC Remedy Incident, Change or Knowledge Management
• 1-year minimum experience supporting virtual conferencing solutions.

o Experience with MS Teams, WebEx, and Zoom applications is preferred but not required.

• Be self-motivated to work supervised and unsupervised as needed.
• Related IT certifications preferred but not required; list those that they may have
• Related College degree preferred but not required
• ITIL qualification preferred but not required
• MCP Office 365 Certification preferred but not required

1. TSR On-Site Deployment ( in addition to all of the above competencies & requirements ).

• Five (5) years - an advanced level of knowledge working with various Windows, MAC, iOS, and Android operating systems software
• Five (5) years of Active Directory User & Account Administration
• Five (5) years minimum experience with Microsoft Windows and Office 365 applications
• Three (3) years minimum experience supporting clients using remote access software
• Three (3) years minimum experience supporting remote connectivity (VPN)
• Must be able to physically lift up to 50 pounds of equipment.
• CompTIA Certification preferred but not required.

1. Description of Work

1. TSR Call Center Support Desk Deployment

Perform in a Technology Service Desk environment that assists House offices staff on campus primary offices and nationwide state and district offices in installing and using House-supported software, including messaging client software, word processors, web browsers, anti-virus software, and HIR-developed applications and remote access RSA SecurID, VPN access.

• Must maintain a high degree of customer service for all support calls and adhere to all Quality Standards.
• Provide front-line phone, Live Chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).
• Provide support for application software installation and use.
• Provide Mobile Device Support, Android, iOS, Devices
• Assist in developing user documentation / installation procedures.
• Assist in providing technical assistance ranging from system information and / or documentation to system configuration and problem resolution.
• Serve as the clearinghouse for posting "Alert Notifications via Voice Mail, the House WEB Page, Usenet News Groups, and e-mail.
• Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.
• Apt to learn and maintain knowledge of all House support software, cloud-based software products, and HIR Policies.
• Willing to participate in HIR projects and initiatives for House customers.
• Serve as a resource for solving user problems requiring an advanced level of technician support.
• Serve as the technical resource and solution provider for the Technology Partners.
• Work closely with other HIR groups to support current technology.
• Interact with other HIR groups as appropriate to efficiently respond to user requests / problems. Partners with vendors to identify and resolve problems.
• Confer with senior engineering staff to resolve more complex problems.
• Perform other official duties as assigned.

1. TSR On-site Deployment (in addition to above).

• Able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.
• Provide Mobile Device Support, Hardware / Software installation, and configuration support.
• Provide support for House offices in installing and using house-supported software
• Assist in developing user documentation / installation procedures.
• Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.

g. USB cameras, and accessories used for applications like Teams, Skype, etc.

• Serve as a resource for solving user problems requiring an advanced level of technical support.
• Migrate user data upon request.
• Ability to create and image computers / laptops.
• Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.
• Perform other official duties as assigned.

Last updated : 2024-02-23