Desktop Support Technician

Security Clearance required: Able to obtain Public Trust Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today! Job Description Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc…). Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software. Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus/malware, warranty parts and repairs, data backup and recovery, and system administration support. Technicians document all reported problems and issues and provide training to customers on technical solutions and proactive technical support measures. Technicians provide minor infrastructure tasks as requested and approved by the customer and contract management. Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized. Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers. These services are provided through remote access. Deskside Technicians provide on-site Deskside Support at the Jamaica, NY, location Monday through Friday, for an 8 hour shift during the hours of 7:00 am – 5:00 pm local time as well as off-site remote support when the Government’s local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations from 7:00 am – 5:00 pm local time. On-call services (as-needed) are required between 5:01 pm – 6:59 am local time Monday through Friday, weekends, and Federal Holidays. Travel may be required (as needed) to additional customer locations to provide on-site support. *Current modification to the work schedule: On-site support MWF, T/TH remote support unless there is a customer work stoppage that requires in-person support.* Key Responsibilities Deskside Technicians provide on-site Deskside Support at the Jamaica, NY, location Monday through Friday, for an 8 hour shift during the hours of 7:00 am – 5:00 pm local time as well as off-site remote support when the Government’s local operating status has been indicated as Closed by the Office of Personnel Management Provide onsite and remote technical support Lead projects or initiatives on behalf of the Support Services team Support Microsoft, business and third-party applications Participate in the testing and deployment of Windows desktop images Perform pc replacement/upgrade ensuring that the transition is smooth for the end user Participate in on call after-hours and weekend support as needed Ensure that initial response, ongoing communication and resolution times are within SLAs Install, maintain and support IT gear Support Windows operating systems of various versions including MAC and 10 Manage and support Office 365 Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized. Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc…). Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software. Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus/malware, warranty parts and repairs, data backup and recovery, and system administration support. Required Qualifications 4 years of previous Tier 2 Deskside Support experience Or 3 years of Tier 1 and Tier 2 combined experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field Experience with ITSM Ticketing system Candidates that do not meet the required qualifications will not be considered. Additional Minimum Qualifications Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification. (Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.) Valid US Driver’s License Must be authorized to work in the United States Preferred Qualifications ServiceNow certification training or experience desired Knowledge of ITIL/ISO20k Knowledge of Active Directory Knowledge or ServiceNow Compensation $24.68 - $37.01 The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee. Cognosante will not provide sponsorship for employment-based immigration benefits for this position. Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com. Thank you. Cognosante 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. At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead. Get to know Cognosante employees We’re driven by our customers’ missions, and measure success by how we improve lives. We believe innovative solutions start with an innovative culture. We believe customer understanding is the key to creating innovative solutions. We know we are stronger together, and we value the diversity of our people. We believe growth should be a core job benefit. Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website, communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date. We want to recommend a couple of ways that you can report this incident and take action against these scams: -The FBI: File a Complaint -The FTC: Report Fraud Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov.

Salary : $25 - $37