Desktop Support - Senior

Job Title: Desktop Support - Senior

Contract: AFNCR

Location: Joint Base Andrews 

Position Type: Full Time 

Clearance Required: DoD Secret Clearance 

Job Description:

Seeking a Desktop Support person who is a vital link between our customers, project stakeholders, logistics, and system engineering by gathering information, documenting processes and developing requirements. The Responsibilities

• Define, validate and document detailed requirements or specifications with customers to gain consensus before project starts

• Thoroughly research outcome of proposed changes and suggest solutions for potential roadblocks

• Manage scope, schedule and quality of projects

• Absorb and break down complex technical information to communicate to clients

• Address user tickets regarding hardware, software and networking

• Walk customers through installing applications and computer peripherals

• Ask targeted questions to diagnose problems

• Guide users with simple, step-by-step instructions

• Conduct remote troubleshooting for other offices

• Test alternative pathways until you resolve an issue

• Troubleshoot desktop and web applications

• Manage tickets in a helpdesk environment

• Direct unresolved issues to the next level of support personnel

• Follow up with clients to ensure their systems are functional

• Report customer feedback and potential requests

• Help create technical documentation and manuals

The Qualifications

• Hands-on experience with Windows environment

• Proficiency in Remedy

• Security Certification

• Knowledge of network security practices and anti-virus programs

• Ability to perform remote troubleshooting and provide clear instructions

• Customer-oriented attitude

• Experience with Office365 and managing Active Directory

• BS in Computer Science or relevant field

• Strong organization and communication skills (both verbal and written)

• Ability to multitask and create, maintain and manage multiple project objectives according to deadlines

• 3-5 years experience Additional Requirements:

• Occasional lifting of 25 pounds may be required

• Other duties as assigned may change at any time

TIME Systems, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.