What are the responsibilities and job description for the Deskside Support Technician position at ECS_FEDERAL?
ECS is seeking a Deskside Support Technician to work in our White Oak, MD office.
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, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support. Technicians document all reported problems and issues and follow standard operating procedures.
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.
Required Skills:
- Must be able to obtain Public Trust clearance
- 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.)
- 1 year of Tier 1 or Tier 2 experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field
- 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 and local and/or network printers
- Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities
- ServiceNow training or experience, or other comparable CRM experience
Desired Skills:
- Comp TIA A certification
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000 employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.
