Junior Desktop Support Technician

The Desktop Support Technician will provide USCIS user support at locations on assigned open tickets and work in collaboration with the Service Desk. They are responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. The Technician will install, troubleshoot and maintain an extensive variety of products and equipment. The Technician will have the ability to make replacement cables from raw cable and RJ-45 connectors. Determines and recommends which products or services best fit the customers’ needs. The following are principal duties of the Desktop Technician: Responsibilities & Duties Deskside Support which includes

• Provide on-site support for deployment and security remediation functions
• Gather analyze, and report end-user support trends
• Provide desktop, application and network application incident resolution
• Manage user installation and relocations requests

Asset Inventory Support

• Conduct physical inventory of assets
• Conduct scheduled and random electronic inventories
• Assist in receiving and receipting property
• Transfer of property to other organizations
• Process computer equipment for excess and disposition

Disposal Preparation Support

• Ensure disposal policies and procedures are employed
• Ensure every device is wiped/degaussed prior to site removal

Encryption Services

• Administer and manage encryption tools application server
• Ensure laptops are properly encrypted
• Encrypt laptops discovered without encryption
• Provide password recovery for encrypted device

Video Conferencing and Audio/Video O&M

• Troubleshoot system problems and repairs
• Work with support staff for troubleshooting and repairs
• Assist in setting up presentation devices and Video Conference units
• Set up, ensure functionality, be available during events and shut down video conferences

Local On-Site Cabling

• Restart wiring closet cabling electronics including switches or other network devices
• Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades

Wireless Services

• Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets
• Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support

Service Center Services

• Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
• Provide support services for telework/home users
• Support pre/post application releases

Account Management Services

• Hardware Incident Resolution
• Identify and resolve hardware incidents and service requests of a consumable part

• US Citizen
• High School Diploma or equivalent
• Minimum 2-3 years experience troubleshooting software and hardware in a customer service roles
• Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
• High degree of technical proficiency
• Excellent problem solving skills and analytical abilities

Desired:

• Certification in UNIX and Microsoft Operating Systems or 3 years experience troubleshooting, installing, and configuring UNIX and MS systems.
• Familiarity with LANDesk and with using LANDesk to push packages to workstations to complete software installation
• Familiarity with CLAIMS 3 (C3) system
• Comptia A+
• Comptia Networking +

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Dental insurance
• Life insurance, * 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off