Title: Senior Hardware Technician
Clearance: Top Secret (SCI Eligible)
Location: Washington, D.C. (Onsite)

About this role:

As a Senior Hardware Technician, you will play a crucial role in ensuring the smooth operation of IT systems and providing comprehensive end-user support services to facilitate the execution of the agencies core mission. Your responsibilities will include maintaining a fully functional Service Desk, providing on-site support 24/7/365 to approximately 1,200 desktop computer users globally and domestically. You will ensure the availability and reliability of hardware systems, including geospatial hardware and applications while adhering to service level agreements (SLAs) and IT Service Desk Customer Service Guide. This role requires an active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.

Responsibilities:

1. Provide 24/7 customer and technical support using multiple channels (phone, email, chat, ticketing system, walk-up window, appointments, deskside support, etc.), utilizing standardized processes, automation, and best practices.
2. Offer Tier 0 and 1 support, including self-help knowledge articles and instruction over the phone, remote services, and deskside support for troubleshooting.
3. Maintain walk-up service from 6 am to 6 pm, Monday through Friday, ensuring consistent support availability.
4. Assist global users via various support channels, including phone, ticket systems, chat, and email.
5. Manage ticket and contact management to ensure timely closure within SLA.
6. Provide White Glove service to VIPs, including SES/SFS, political appointees, directors, and other designated individuals.
7. Facilitate document transfers across multiple classification levels and assist customers with connectivity to IC websites.
8. Ensure professional phone service, minimizing hold times to under 1 minute for all customers.
9. Manage PKI for IC customers, including assistance with importing PKIs into web browsers.
10. Provide account management services, including creation, password resets, security group management, etc.
11. Support non-INR users domestically and overseas, managing email accounts, distribution lists, security groups, Outlook/Exchange troubleshooting, etc.
12. Troubleshoot audio settings, remote desktop connections, application management, O365 license issues, Sharepoint access issues, virtual desktop connection issues, and installation of peripherals.
13. Assist with office moves by setting up, moving, and installing equipment to and from locations.
14. Provide assistance in inventorying INR/TIO equipment and reporting equipment status.

Qualifications:

1. Bachelor’s degree
2. Minimum of 3 years of experience in hardware support or related field, preferably in a government or military environment.
3. Proficiency in troubleshooting hardware and software issues, including desktops, laptops, printers, VTC systems, and peripherals.
4. Strong knowledge of ITIL practices, including incident, problem, and change management.
5. Excellent communication skills, both verbal and written, with the ability to interact professionally with customers at all levels.
6. Experience in providing technical support via phone, email, chat, and in-person.
7. Familiarity with IT security practices, including PKI management and adherence to security protocols.
8. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively.
9. Certifications Preferred NOT Required: CompTIA A , CompTIA Network , or Microsoft Certified Desktop Support Technician (MCDST) preferred.
10. Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.

Additional Requirements:

• Flexible working hours, including availability for on-call duty and occasional weekend work.
• Willingness to undergo additional training as required.
• Ability to travel domestically and internationally as needed.