• Active Top Secret Clearance Needed
• IT Certifications applicable to desktop and mobile computer support

Education & skills and Requirements:

• Minimum of 3 or more years of experience providing technical support in a service desk environment.
• Ability to troubleshoot and resolve software and hardware related issues independently.
• Excellent communication and interpersonal skills.
• Customer-oriented and patient
• High school diploma - Minimum one-year experience working with IT equipment
• Experience providing excellent customer service
• TS clearance required.

Desired Skills - Not Mandatory

• Proficiency with supporting Microsoft based operation systems and applications with an emphasis on Windows 10 and Office 365.
• Proficiency with supporting iOS and Android mobile devices.

Duties

• Provide technical assistance and support for all incoming queries related to systems, software, and hardware.
• Investigate issues to determine best solution based on prior knowledge, findings, and details provided by customer.
• Document case facts in ticketing system and escalate unresolved issues to the next level of support as deemed necessary
• Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments.
• Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
• Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
• Analyze and assess customer service requests and provide prompt technical solutions.
• Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.
• Prepare progress/status reports and submit to team leads as required.
• Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
• Identify and document areas for process improvements.
• Contact and effectively communicate with users by telephone, electronic communications, or in person.
• Prepare equipment for reuse or surplus of property actions.
• Provide technical support for customers assigned to remote locations as required.
• Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals