REQ#: RQ172020 Public Trust: NACI (T1) Requisition Type: Regular Your Impact Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens. Job Description Provides desktop and remote technical support to users on end user hardware. Troubleshoots laptop/desktop PC problems. Responds and follows-up on customer support problems, provides timely and professional Desktop support to users. You will be interfacing with users, therefore you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Job Responsibilities: * Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals
* Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software
* Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals.
* Provide end-user software troubleshooting and support ;daily maintenance and incident/problem resolution for escalation of desktop support related issues
* Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
* Connects and configures IT devices to use computer networks
* Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates
* Provides software support for users applications, including basic to advanced software operations and general use of computers and peripherals
* Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
* Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop
* Develops end-user documentation and instructions
* Document all user requests and actions taken in ServiceNOW ticketing system.
* Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
* Ability to work well under pressure and to meet deadlines as needed
* Re-images desktops and laptops, as needed, and deploys new equipment to end users * Participate in special projects as required
* Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
* Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
* Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and peripherals
* Follows set policies and procedures when assisting clients to ensure proper handling of requests
* Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support
* Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
* Supports continuous improvement in the process and quality of the operations
* Provide support for escalated issues from help desk analysts Qualifications: Education: Associates Degree with 1 year of IT experience or 3 years IT experience in lieu of degree Required: * 3 years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following; Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite
* Experience using ticketing system (preferably ServiceNOW)
* Strong customer service and end user equipment support skills
* Strong written and oral communications Required Certifications: * HDI
* ITIL foundations certification or ability to obtain certification within 3 months Desired certifications: * Apple Certified Support Professional
* Microsoft Certification for Windows 10
* A
* CompTIA Security
* CompTIA Network Work Requirements .cls-1{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px} Years of Experience 3 years of related experience * may vary based on technical training, certification(s), or degree .cls-2{fill:none;stroke:#5b6670;stroke-miterlimit:10;stroke-width:2px} Certification Travel Required Less than 10% .cls-3{fill:none;stroke:#5d666f;stroke-miterlimit:10} Citizenship U.S. Citizenship Required About Our Work We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.