Washington, DC (ON-SITE/OFFICE)

Job Details
Job Description
Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Hardware Install Technician II (Tier II VIP Deskside) for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT's operational requirements. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).
The Hardware Install Technician II (Tier II VIP Deskside) for the DOJ CIV Help Desk and IT Support Services is responsible for providing desk-side support for operations at customer Washington DC locations with customer coverage hours M-F 7:30-6:00PM. The Technician will be part of a team supporting approximately 1700 work orders monthly and demonstrate competency in technical areas preferably as a Microsoft Certified Professional (MCP) to ensure that service desk resolution addresses customer IT software and hardware requirements with a foundational and appropriate technical skillset. The Hardware Install Technician II (Tier II VIP Deskside) will possess advanced skillsets to assist with resolution of complex issues.
Key Tasks and Responsibilities
Tier 2 Deskside Support

• Perform Deskside IT services at the Government's facilities located in Washington DC area
• Provide remote and on-site troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets.
• Provide advanced service support and service delivery functions, follow procedures, support customer IT needs via remote access and desk-side support
• Perform installation of hardware and software
• Resolve tickets escalated to Tier 2; ticket resolution may require providing desk-side support to end users.
• Install, monitor, troubleshoot, replace, and support, VDI, end user equipment (terminals, printers/printer consumables, MFDs, MFD consumables, mobile devices, VTCs, scanners, VoIP phones, thin-clients, etc.), local area network (LAN) and WAN, data storage systems, Active Directory, and other third-party software
• Work with "VIPs "providing a "white glove" in-person and remote service that consists of in-depth familiarity with people, processes, and environment. Proactive and prompt issue management and resolution. Act as single point of contact for VIP to provide status updates
• Monitor and update status of all incidents and service requests, including tasks assigned to external suppliers/vendors
• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
• Travel to all customer sites in the national capital region (NCR) as needed for break/fix tickets
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort.
• Test hardware or software functionality to ensure operational status prior to providing to end user
• Document process and procedure changes
• Complete hardware or software deployment(s).
• Coordinate the logistics of and conduct the movement of assets and equipment to various customer facilities per details provided in support ticket.
• Maintain an organized resource/hardware customer furnished storage room, retrieve items when requested
• Perform preventative maintenance on equipment (Thin Clients, two factor authentication mechanisms, PIV card readers, etc.)
• Resolve customer issues relating to software and equipment problems by fixing Thin Clients and other GFE consumer electronics

VIP IT Concierge Support

• Provide dedicated IT support to VIP customers at specific office location and serve as the single point of contact (POC) for all technical issues for VIP personnel in the Office location
• Accept VIP personnel IT issues reported directly, bypassing the Tier 1 call center, and file tickets in the ITSM ticketing system
• Perform IT system checks to ensure equipment is operational
• Provide a daily end-of-day report that lists tasks completed, the time spent on them, the challenges faced, and the successes achieved
• Check conference rooms every morning to ensure that the equipment is in the appropriate location and operational.

Job Requirements:
Education & Experience

• Associate of Arts / or Science (AA or AS) [minimum education]
• 4 years' experience in Information Technology environment [minimum experience]
• Experience with installation, configuration, and maintenance of personal computers, mobile devices, printers, and laptops
• Experience and skills with performing basic networking and PC troubleshooting, as well as interaction with various operating systems

Certifications
Task Area Certifications

• Must have or obtain within the first 90 days of starting employment: HDI Desktop Advanced Support Technician (HDI-DAST) -or- HDI Desktop Support Manager (HDI-DSM) [required]

Preferred Certifications

• HDI Customer Service Representative (HDI-CSR) -or- HDI Support Center Analyst (HDI-SCA)
• Pass MD-100 Windows Client Exam
• Certified Customer Service Professional (CSSP)

Security Clearance

• An active Secret Tier 3 clearance is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Local travel to customer sites,
• Potential continental US travel to other customer locations, if required

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at
314.952.5138
or
[email protected]
.