Tier 1 Service Desk 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: DIGIT is seeking a Virtual Service Desk Technician to provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

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.

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.

·       Monitors team productivity and quality; provides colleague feedback.

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

·       Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions. 

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

Required Skills:

§  Public Trust Clearance by start date.

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

§  Possesses and applies comprehensive knowledge across key tasks and high impact assignments. 

§  Plans and leads major technology assignments. 

§  Evaluates performance results and recommends major changes affecting short-term project growth and success. 

§  Functions as a technical expert across multiple project assignments. 

§  May supervise others.

§  Provide technical assistance to computer users. 

§  Answer questions or resolve computer problems for clients in person, or via telephone or electronically. 

§  May provide assistance concerning the use of computer hardware and software, including printing and installations. 

§  Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.

§  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.

§  Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.

§  Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

  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 

Preferred Qualifications:

§  Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.

§  Must be willing to work a variety of shifts, including holidays as scheduled.

§  At least three (3) years’ experience with Windows and/or Mac desktop support.

§  At least three (3) years’ experience with Smartphone support. 

§  At least three (3) years’ experience with remote support tools.

Education and Experience Requirements:

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

§  4 - 9 years of experience and bachelors degree

§  Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset.

SES provides a competitive salary and the following benefits:

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