Technical Service Support Tiers 1 & 2 - Government Agency - ONSITE - Washington, DC

• Troubleshoot software/hardware
• Order, configure, and install mobile devices and apps
• Support peripherals (printers, headphones, USB cameras)
• Image computers/laptops
• Disconnect/reconnect computers/laptops, * Provide technology service desk support to Agency offices (on-campus and nationwide).
• Assist with software installation and use (messaging clients, word processors, web browsers, anti-virus, Agency-developed applications, remote access like RSA SecurID, VPN).
• Maintain high customer service and quality standards.
• Provide front-line phone, Live Chat, and Remote Desktop support; on-site visits may be required.
• Provide mobile device support (Android, iOS).
• Assist with user documentation/installation procedures.
• Provide technical assistance (system info, configuration, problem resolution).
• Post “Alert” Notifications (voicemail, Agency WEB Page, Usenet News Groups, email).
• Maintain knowledge base for Agency Supported Software, hardware, and communication products.
• Learn and maintain knowledge of all Agency support software, Cloud-based software, and Agency Policies.
• Participate in Agency projects and initiatives.
• Serve as an advanced technical resource and solution-provider for Technology Partners.
• Collaborate with other Agency groups and vendors to resolve issues.
• Confer with senior engineering staff for complex problems.
• Perform other assigned duties.

Tier 2 OnSite Deskside Deployment (in addition to above):

• Professionally interact with executive-level customers and management for emergency technical problems.
• Provide mobile device support, hardware/software installation, and configuration.
• Support Agency offices with supported software installation and use.
• Assist with user documentation/installation procedures.
• Maintain knowledge base of common end-user software, hardware, and accessories (e.g., USB cameras for Teams/Skype).
• Provide consulting support to Agency offices.
• Serve as an advanced technical resource.
• Migrate user data.
• Create and image computers/laptops.
• Configure workstations (profiles, printers, dual monitors).
• Perform other assigned duties.

Do you have experience in macOS?, * Configure and troubleshoot COTS Software on PCs, Macs, mobile devices (smartphones, tablets), printers, and multifunction devices.

• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android.
• Intermediate foundational knowledge of physical, network, and application layers, including TCP/IP.
• Excellent customer service and communication skills (written and verbal).
• Ability to interact with executive-level customers and management.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong business/systems analysis experience for problem resolution and requirements gathering.
• 1+ year experience with macOS.
• 1+ year experience supporting clients with remote access software (e.g., Cisco AnyConnect).
• 1+ year experience supporting remote connectivity (VPN); Remote SecurID console experience preferred.
• 3+ years Active Directory User & Account Administration.
• 3+ years experience in an IT Call Center.
• 3+ years experience with Microsoft Windows 10 and Office 365 applications.
• 3+ years experience supporting Mobile operating systems (iOS, Android).
• Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred.
• 3+ years experience supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online.
• 5+ years experience using BMC Remedy (Incident, Change, or Knowledge Management).
• 1+ year experience supporting virtual conferencing solutions (MS Teams, WebEx, Zoom experience preferred).
• Self-motivated (supervised or unsupervised).

Preferred Certifications/Education (but not mandatory):

• Related IT certifications
• Related College degree
• ITIL qualification
• MCP Office 365 Certification

Deskside Support Technician Requirements (in addition to the above):

• 5+ years advanced knowledge of Windows, macOS, iOS, Android.
• 5+ years Active Directory User & Account Administration.
• 5+ years experience with Microsoft Windows and Office 365 applications.
• 3+ years experience supporting remote access software.
• 3+ years experience supporting remote connectivity (VPN).
• Ability to lift up to 50 pounds.
• CompTIA Certification preferred but not mandatory.

4.64.6 out of 5 stars Washington, DC 20015 $35 - $40 an hour - Contract