DESKTOP SUPPORT TECHNICIAN (ONSITE/NOT REMOTE)

The purpose of this position is to serve as the first point of contact for end-users seeking technical support related to workstations, software, applications, or other equipment via a Helpdesk ticketing system. Participate in the testing and evaluation of new hardware and software. Support mobile and remote workforce requests for assistance. Document solutions to problems and develop end-user guidelines., * Respond to tech inquiries via Service Desk Portal, email, online chats, phone, or in person.

• Follow up with customers to ensure satisfactory service.
• Perform computer hardware, software and peripheral setup, installation, and configuration (i.e. monitors, keyboards, etc.).
• Provide new employee technology orientation and set-up.
• Perform preventive maintenance.
• Utilize workstation imaging software to streamline workstation deployment.
• Coordinate with facility staff for the installation, configuration, maintenance, and ongoing support of printers/Scanners.
• Respond to incidents concerning computer operation and apply troubleshooting principles and techniques to diagnose hardware, software, and other problems.
• Enter status and completion information for assigned tasks.
• Perform troubleshooting of connectivity problems with LAN connections, Wi-Fi, or VPN connections.
• Assist with hardware asset inventory control assessments., * Typical office environment requiring the use of typical office equipment (e.g., computers, phones, etc.). Computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulation, and neck bending and turning; near vision is necessary for computer monitor use.
• There may be extensive periods requiring the use of computer terminals to accomplish work objectives.
• Bending, standing, walking, crawling under desks or behind furniture may be required.
• Lifting of laptop and other computer equipment, files and/or personal belongings weighing 50 lbs. or less may be required/
• Work is primarily performed in an office environment consisting of offices and cubicles with low to moderate noise and bright or dim lighting.
• The work is fast-paced and sometimes involves extreme deadline pressures.
• The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as external customers.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

Entry - 0 to 3 Years

Mid - 3 to 7 Years

Senior - 7+ Years

• Familiarity or experience with VPN configuration and troubleshooting experience.
• Familiarity or experience with Windows and/or Linux operating systems.
• Basic understanding TCP/IP network concepts and Ethernet switch configuration.
• Familiarity or experience with Office 365.
• Familiarity or experience with Microsoft Active Directory.
• Familiarity or experience with Network cabling
• Proficiency in common business software (Word, Excel, Power Point, Outlook, & SharePoint).
• Help Desk or related experience (Preferred).

ADDITIONAL REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Ability to develop and maintain positive working relationships with internal and external customers.
• Excellent written and verbal communication skills with the ability to adapt communication style and messaging to different audiences.
• Ability to manage multiple priorities simultaneously, ensuring stakeholder expectations are managed appropriately.
• Ability to work in a project-oriented, fast paced environment to meet deadlines.
• Ability to work well both independently and in team environment.
• Committed to providing excellent customer service.
• Open mind to constructive feedback.
• Eager to learn new technologies and systems and share knowledge.
• Represent ASI with pride, professionalism, and integrity., * High School Diploma (Required)
• Security+ CE certification, or the ability to achieve certification within six months -or- other technical certification or equivalent experience (Preferred)
• Associates degree with a computer major or bachelor’s degree (Preferred), * Ability to work on-site. This is not a remote position.
• Ability to work occasional after-hours work and/or overtime as required for urgent issues or project deadlines.
• Due to contractual requirements must be a United States Citizen.
• Required to communicate in English
• Must be able to obtain and maintain an active Department of Defense security clearance. Employee/selected candidate will be subject to a government security investigation and must meet eligibility requirements for access to classified information (as required)
• ASI is a Drug Free Workplace where applicants and employees are required to successfully pass pre-employment and Random drug testing.