Overview

We are seeking a full-time Desktop Technician to provide level 2 and desk-side support for devices including desktops, laptops, printers, scanners, and mobile devices. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for an exposure to a variety of tools and learning opportunities. You must to be able to interact with senior executives frequently and with ease. You will transition from quick break/fix tasks to long term projects frequently, displaying advanced problem-solving skills and creating novel solutions. 

The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop/desktop hardware, workstation imaging, videoconference hardware/software, MS Office/Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.

Responsibilities

• Regularly employ ingenuity and creativity to develop new technical solutions and systems in order to achieve functional objectives.
• Display strong troubleshooting methodology and problem-solving skills
• Provide desk-side and phone-based support to technical and non-technical staff 
• Provide white-glove technical support to the executive staff supporting the various applications including: Microsoft Office Suite, Windows, Mac, Teams, ServiceNow, Video Conferencing (Zoom/WebEx), and Custom Developed Applications 
• Knowledge of popular operating systems, software applications, and remote connection systems. 
• Develop solutions to complex technical issues and problems that impact multiple area or disciplines.
• Providing technical assistance for questions and problems and break/fix issues 
• Diagnose system errors and other issues 
• Consult with other technical peers to assist with advanced issues 
• Create and monitor tickets in ServiceNow and other work tracking tools (Azure DevOps, etc.) 
• Write, edit, and revise technical documentation 
• Follow up with customers to ensure full resolution of issues and assure good customer-support 
• Surplus/receiving and minor transport of equipment when needed
• Train and mentor other staff members on troubleshooting and diagnosing problems 

Qualifications

• 5 years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support 
• Familiarity with both Windows PCs and MacOS X workstations 
• Proven work experience as a desktop support engineer or support technician.
• Active Directory Management experience
• Excellent written and verbal communication skills to effectively communicate in person, via phone, and via email 
• Proven ability to troubleshoot and solve technical problems and create customer-focused solutions 
• Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly 
• NIH Experience a plus
• Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus

Education: 

• Bachelor’s degree in an IT-related field, but can substitute Associates degree with 10 years relevant experience
• Microsoft MCP, Apple ACSP, CompTIA A / Net certifications are desired

Location:

• Remote

Pay Range:

• The pay for this position ranges from $45,765 to $80,000.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/