Service desk

Job Description

Remote work is an option but is not a guarantee. After 6 months of on-the-job training, the manager will make the final decision of whether to allow this, based on job performance and understanding of the role.

Description of Duties

• Able to coordinate, communicate, document, track progress and status on initiatives.
• Familiarization with project management concepts
• Responds to management’s special requests for asset information.
• Maintains, tracks, and prepares Chain of Custody documentation for all end-of-life equipment returned for surplus.
• Prepares surplus equipment for proper disposal in accordance with DGS / PSDC requirements.
• Recommends and coordinates IT asset replacements, upgrades, and enhancements schedules.
• Develops, documents, and initiates processes that involve IT asset installations, relocations, and changes.
• Provides technical guidance on IT assets for procurement documents and agency requisitions preparation.
• Responds to Service Desk tickets requiring Level 2 asset management attention.
• Processes ServiceNow updates and reconciliations identified through physical inventory reports returned from the field.
• Provide level 2 troubleshooting and technical problem resolution related to PC hardware, software and peripherals. Utilizes ServiceNow to identify, track and resolve issues.
• Utilizes Microsoft Systems Center Configuration Manager to run available hardware and software reports.
• Create documentation for technical staff and end user.
• Utilizes Microsoft Systems Center Configuration Manager to image laptop and desktop hardware.
• Familiar with video conferencing platforms, conference room VC setups, troubleshooting.
• Familiar VMware Virtual Desktop Infrastructure
• Utilizes AirWatch WorkspaceOne to perform administrative tasks, such as reporting and compliance for Windows modern managed devices.

Requirements

Skill

Required / Desired

Amount

of Experience

Maintain, track, and prepare Chain of Custody documentation for all end-of-life equipment returned for surplus

Required

Prepare surplus equipment for proper disposal in accordance with DGS / PSDC requirements

Required

Develop, document, and initiate processes that involve IT asset installations, relocations, and changes

Required

Provide technical guidance on IT assets for procurement documents and agency requisitions preparation

Required

Respond to Service Desk tickets requiring Level 2 asset management attention

Required

Experience with ServiceNow

Required

Provide Level 2 troubleshooting and technical problem resolution related to PC hardware, software and peripherals

Required

Utilize Microsoft Systems Center Configuration Manager (SCCM) to run available hardware and software reports

Required

Create documentation for technical staff and end user

Required

Familiar with video conferencing platforms, conference room VC setups, troubleshooting

Required

Familiar VMware Virtual Desktop Infrastructure

Required

Workspace ONE UEM (fka AirWatch WorkspaceOne) to perform administrative tasks, such as reporting and compliance for Windows modern managed devices

Required

Last updated : 2024-08-14