Description

At The One 23 Group, our mission is to set the benchmark for excellence in government services. We empower our clients in the Department of Defense, Intelligence Community, and Federal Civilian sectors to excel with our advanced capabilities. Our dedication lies in fostering a people-first culture, underpinned by steadfast ethical principles. Embracing innovative technologies and process improvements, we are steadfast in our journey toward a future that is both bright and transformative.

Our expertise spans consulting and analytics, digital workplace solutions, and cyber compliance. With our global footprint, we place a strong emphasis on nurturing our people and culture, which forms the core of our successful strategies in leadership and financial management. We pride ourselves on our extensive experience and effective approach, ensuring that we lead with both innovation and integrity.

The Enterprise Service Desk is the nucleus of DeCA’s IT infrastructure support operations. Information Technology (IT) support originates through the utilization of automated enterprise services call tree and the Ticket application service management suite. This shall be full-service support for all Government-owned desktop equipment and desktop software in DeCA’s environment to include mobile device, multi-media, and collaboration service support.

Provide Automated Data Processing Equipment (ADPE) support coverage.

During operating hours, provide on-site desktop support to more than 2,000 users, including senior leaders, civilians, military personnel, and contractors. May assist with store-level personnel equipment as needed. Install authorized Operating System (OS) to all IT computing devices at DeCA HQ. May be required to install OS for commissary stores as needed. Deploy computer equipment to DeCA employees once user has a valid DeCA account and CAC/PIV to logon to the DeCA domain. Recover unused IT equipment from vacant desks and transport it to the IT warehouse for re-issuance or disposition upon request. Work all tickets, incidents, work orders, calls, electronic correspondence, and requests IAW the Acceptable Quality Level (AQL) for each performance standard. This includes prioritizing these work items based on priority level and submission date. Coordinate warranty activities with vendors for IT computer equipment and peripherals needing maintenance and/or replacement. Prepare issue/turn-in/transfer/destruction documentation for users who are assigned IT equipment for accountability purposes. Transport unserviceable/end-of-life computing devices and other peripherals for turn-in between DeCA HQ and authorized disposition locations.

Requirements

• Associate Degree or HS/GED 3 yrs. in Windows Computing Environment
• Baseline Certification (required): IAT Level II or higher
• Computing Environment Certification in at least 1 area (required). Must be obtained within six months of hire Training (required): Must complete an ITIL Course (ITIL v4 recommended)
• Active Secret clearance required

Knowledge/Experience must include:

· Customer Service/Support

· Windows/MacOS/Linux/Unix/Chrome/Android

· Networked Printers/Multi-Function Devices

· Mobile Device Support

· Active Directory

· DHCP

· DNS

· Microsoft Office Suite incl. SharePoint

· Imaging

· Data Back Up

· Disposition of Equipment (Turn-In/Destruction/DLA Disposition Services)

· Asset Management (Hardware/Software Inventory)

· Warranty Support

· Touch Labor | Break/Fix

· Remote Troubleshooting

· Hardware/Software Troubleshooting

· Ticketing System Experience (e.g. BMC Remedy/ServiceNow/SolarWinds/Ivanti)

· Excellent Oral/Written Communication