Desktop Support Technician

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers.  The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

Position Description: The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.

As a Journeyman Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them.  Customer service is key to this position.  You will provide on site technical assistance to computer users by answering questions to resolve computer problems for the end user.  Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.

This position shall perform the following (to include but not limited to) activities

§  Performs a variety of clerical and administrative duties pertinent to remote assistance.

§  Replies to trouble tickets to resolve user problems.

§  Provides expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.

§  Provides personal computer support analysis, and hardware/software installation and configuration. 

§  Interacts daily with customers to ensure productivity; provides peer feedback.

§  Maintains an audit trail and statistical records of all problems and conditions reported by the client.

§  Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Required Skills:

·       Public Trust Clearance (Or ability to obtain)

·       ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.

·       Possesses and applies expertise on multiple complex work assignments.

·       Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

·       Operates with appreciable latitude in developing methodology and presenting solutions to problems.

·       Work is performed remotely under supervision.

·       Contributes to deliverables and performance metrics.

  Required Qualifications:

• Must be willing to work a variety of shifts, including holidays as scheduled
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory 

Education and Experience Requirements:

The following are the education and experience required for this position:

• Associate’s Degree or equivalent. 
• Minimum 2 - 7 years of work experience.
• At least one (1) year experience with Windows desktop support.
• At least two (2) years’ experience working knowledge of remote tools.
• Experience supporting industry standard software products.
• Experience as a remote worker demonstrating time management and self-discipline.

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• Company paid Life Insurance
• 401k with employer contribution