General Summary
The Desktop Support Technician II provides mid-level technical support to end-users regarding computer hardware, software, telephony and audio/video troubleshooting and optimal set-up of equipment for software, hardware, and network use.
Essential Job Functions

• Provides support for audio and video conference infrastructure.
• Provides support for printing/scanning/faxing infrastructure.
• Provides support for phone system infrastructure.
• Provides support for cellphone infrastructure.
• Monitors and responds quickly and effectively to requests received through the IT Service Desk.
• Monitors Service Desk for tickets assigned to the queue.
• Provides helpdesk support and resolves problems to the end user’s satisfaction always using the Help Desk tracking software and escalating issues to next level as needed.
• Modifies configurations, utilities, software default settings, etc. for the local workstation.
• Installs, tests, and configures new workstations and or laptops, peripheral equipment, and software.
• Manages PC setup and deployment for new employees using standard hardware, images, and software.
• Keeps all IT hardware and assets inventory updated making it possible to identify who has what at any moment.
• Perform other duties as required.
• Must be capable of safely handling government-furnished equipment and materials.
• Must be available to work a standard weekly schedule with overtime as required.
• Perform other duties as assigned.

Job Requirements
Knowledge, Skills, and Abilities

• Must possess a working knowledge of PC hardware components and configurations.
• Experience with troubleshooting and repairing desktop and laptop hardware.
• Must have good understanding of Microsoft Office suite of products.
• Good understanding of Microsoft Windows desktop operating systems (7/10) in an Active Directory environment.
• Good understanding of Microsoft Active Directory.
• General understanding of networking and the server/client model, to troubleshoot client-side connectivity issues.
• Must be capable of learning and troubleshooting various software programs as needed.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Must be able to obtain a Security Clearance as required by the contract.

Education and Experience

• Associates degree in a related field or equivalent experience.
• One (1) year related experience.
• Two (2) years of experience as Desktop Support Technician I or equivalent.
• Certified as DoD IAT level 1 (Within 6 months of hire).

Job Type: Full-time