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.

Computer User Support Specialist – Junior (Service Desk) will provide service desk support to more than 14,000 users, utilizing approximately 6,000 devices, computers, laptops, wireless devices, PC workstations, printers, and other IT peripherals, including mobile devices. 

Requirements

• Perform full-service support for all Government-owned equipment and software in the Windows environment. 

• Answer all calls routed or transferred to their respective calling queue and ensure that the caller has their issue resolved or logged into a ticket. 

• Work all tickets and work orders that are assigned based on priority and age of tickets. 

• Develop standard operating procedures, knowledge base articles, technical bulletins, and other documents supporting the Enterprise Service Desk. 

• Support all mobile technologies connecting the customer to the infrastructure, including, but not limited to, Cisco Any-Connect, MS Team, CISCO Jabber, CISCO Web-Ex, and Purebred. 

Qualifications

• Associate degree or HS/GED 3 yrs. in Windows Computing Environment

• Baseline Certification (required): IAT Level I or higher

• Computing Environment Certification in at least 1 area is required and must be obtained within six months of hire. Training will be provided.

• Training (required): Must complete an ITIL Course training. Training will be provided.

Knowledge/Experience must include:

· Windows Operating System

· Networked Printers

· Microsoft Office Suite incl. SharePoint

· Excellent Oral/Written Communication

These Qualifications Would Be Nice to Have

· MacOS/Linux/Unix/Chrome/Android

· Networked Printers/Multi-Function Devices

· Mobile Device Support

· Active Directory

· DHCP

· DNS

· Remote Troubleshooting

· Hardware/Software Troubleshooting

· Ticketing System Experience (BMC Remedy/ServiceNow/SolarWinds)

· Excellent Oral/Written Communication