Desktop Support Technician

We are hiring an on-site Desktop Support Technician (DSS) to support the GSA DIGIT XGen program in Boston. In this role, you will be the hands-on face of IT for GSA customers - imaging and deploying end-user devices, troubleshooting hardware and software issues, supporting conference rooms and LAN/data center infrastructure, and providing white-glove support across desktops, laptops, tablets, mobile devices, printers, and VOIP. You’ll work directly with customers on-site and remotely, coordinating with Network Services and other IT support groups to keep the GSA environment running smoothly.

This is a customer-facing position ideal for a technician who enjoys variety - one day imaging a fleet of new laptops, the next standing up a LAN room or configuring a conference room.

Key Responsibilities

Endpoint imaging & deployment: Re-image desktops, laptops, and tablets; execute large-scale system refreshes across desktops, laptops, tablets, and cell phones.

Endpoint security & encryption: Install and troubleshoot Maas360, Symantec, and BitLocker encryption software on GSA computers and mobile devices (tablets, cell phones).

Hardware install & support: Install and support printers, webcams, scanners, wireless keyboards/mice, and other peripherals; install/uninstall hardware and software based on customer system needs.

Remote support: Assist remote/off-site customers using Remote Desktop, Bomgar, ITCM DSM, and IBM BigFix.

Conference room technology: Install, configure, and troubleshoot conference room A/V and collaboration equipment.

Active Directory administration: Create, edit, delete, reset, unlock, enable, and research AD user accounts; add, edit, and delete computer objects in AD.

Building Automation Systems (BAS): Support BAS computers - imaging, configuring Jace information, setting static IPs, installing Niagara software, and prepping systems for BAS contractors per site specification.

Ticket escalation: Follow proper escalation procedures for issues requiring other IT support groups.

Network hardware: Troubleshoot and install switches, routers, and file servers on the GSA network.

LAN room & data center support: Assist with set-up and tear-down of LAN rooms and routine data center maintenance - creating custom-length Cat5/Cat6 cables, setting up racks, installing switches, servers, and UPS units in coordination with the Network Services Team.

Computer lab support: Set up and maintain computer lab machines, keeping them current and operational.

Print services: Support printers and MFPs (Xerox, Canon, Konica, HP, etc.) - install print drivers, help customers connect to local and network printers, add new workcenter machines to the network, and excess retired equipment.

Mobile device management: Set up and configure work cell phones (BlackBerry, Android/Droid, iPhone, Samsung) and tablets (Samsung Tab, iPad, Nexus Tab, etc.) on the GSA network.

VOIP: Create and manage VOIP accounts in Cisco Provisioning Manager, set up VOIP handsets, and configure IP Communicator software on customer workstations.

U.S. Citizenship (non-negotiable - required by contract).

Ability to obtain and maintain a Public Trust clearance.

Ability to work on-site in Boston, MA on a full-time schedule.

Hands-on experience providing desktop support in an enterprise or federal environment.

Working knowledge of Windows OS imaging, endpoint encryption (BitLocker/Symantec), and MDM platforms (Maas360 or equivalent).

Familiarity with Active Directory user and computer administration.

Experience with remote support tooling (Remote Desktop, Bomgar, BigFix, or comparable).

Comfortable working with network hardware - switches, routers, patch panels - and terminating Cat5/Cat6 cabling.

Strong customer-service orientation, clear written and verbal communication, and the ability to follow ticketing and escalation procedures., Prior experience on GSA or another federal civilian IT program.

Exposure to Niagara / Jace and Building Automation Systems.

Experience with Cisco VOIP provisioning and IP Communicator.

CompTIA A+, Network+, or equivalent certifications.

Wage Determination: McNamara-O’Hara Service Contract Act (SCA) - $33.85/hour Health & Welfare (SCA fringe): $5.09/hour Citizenship: U.S. Citizenship required Clearance: Must be able to obtain and hold a Public Trust clearance, Hourly wage: $33.85/hour per the McNamara-O’Hara Service Contract Act (SCA) wage determination for this labor category and locality.

Health & Welfare (H&W) fringe: $5.09/hour per the applicable SCA wage determination, provided in accordance with SCA requirements (through bona fide benefits, cash equivalent, or a combination as permitted).

W2 employment with full company-sponsored benefits (medical, dental, vision, retirement/401(k), and paid leave), with SCA H&W applied as noted above.

Stable, long-term federal program work on the GSA DIGIT XGen contract.

CPMC is a Service-Disabled Veteran Owned Small Business (SDVOSB) that makes complex program management concepts simple. Our service offerings give you the flexibility to design an experience bringing applied knowledge and tailoring industry best practices to meet all your organization’s needs.