title: Help Desk Support Spec IV
location: Washington, DC, USA, 20002
Duration: 6 Months, possible FTE.
security clearance: PUBLIC TRUST
interview: Phone interview

Location: This position will be 100% onsite at the customer location(s) in Washington, DC.

Clearance: Public Trust security clearance required (Secret Clearance highly desired).

Must have:
Past experience providing IT (Tier II) support in a Windows office environment
Use of an ITSM ticketing system
Excellent written and verbal communication skills
Customer service-focused attitude
High School diploma with 5 years of prior relevant experience

responsibilities:
Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base.
Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail.
Installation of specialty software which is not already packaged in SCCM.
Removal of devices from the network as directed by Security.
Assess issues and diagnose problems with printers.
Install printer toner.

Description:
All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Experience working on and resolving issues with this type of office IT environment, is a must!

Required Education & Experience:
High School diploma with 5 years of prior relevant experience.
Customer service-focused attitude.
Current Public Trust clearance.
Ability to maintain a Public Trust clearance.
Past experience providing IT (Tier II) support in a Windows office environment.
Excellent written and verbal communication skills.
Use of an ITSM ticketing system.