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For your reference, we have included the original job posting below.
Desktop Support Specialist
Job Number:
25626051
Company Name:
SRA International
Job Location:
HOME, DC US
Job Category:
Information Technology
Desktop Support Specialist
Position Title Desktop Support Specialist Location DC - HOME (DCHOME) Clearance Required Yes - Required to Start Clearance Type Agency Specific Daily Responsibilities The successful Desktop Support Technician will:
1. Assist end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at a Tier II level to include, but not limited to: Network Connectivity, MS Office suite, Blackberry, and Windows XP and Windows 7.
2. Provide desk-side assistance to end users in the use of existing and new technologies, hardware, and software when the customers’ needs are not satisfied by remote technical assistance.
3. Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
4. Provide timely responses to client and management requests. Status updates need to be provided on a regular basis.
5. Contribute knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for Tier II support.
6. Keep in constant communication throughout the day with the Tier I, Tier II and Management staff.
7. Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.
8. Support conferences and training events to include set up, support, and breakdown of any IT equipment needed.
vide support in the evenings or on weekends as required for problem management and special projects.
10. Work with Remedy and other Help Desk software program to successfully document requests. Daily Responsibilities Continued The successful Deskside support technician will receive tickets from Tier I and work with the client face-to-face to obtain a resolution. The candidate will have excellent verbal and written communication skills to document tickets, communicate with all levels of end users, and collaborate with different IT teams. Technician will work directly with federal management staff as well as federal IT staff. Required: Years of experience (min) 3-5 Required: Degree None Required: Skills - Experience with Microsoft Windows XP & Windows 7 - Experience with MS Office 2003 & 2007 - Experience with imaging software (Swimage/Ghost) - Knowledge of call tracking software (Remedy) - Knowledge of network architecture and troubleshooting procedures - Knowledge of PC hardware and peripherals - Remote Access knowledge (VPN, Web VPN) - Thea ability to support VIPs and Executive level employees - Experience with Asset Management policies and procedures(tracking IT equipment) - Experience with one or more of the following: Remedy, LANDesk, Crystal reports, Cisco Historical Reports, RSA Authentication Manager, Exchange Admin tool, WhatsUp Gold Requisition Number 30116BR Desired: Degree Bachelors Desired: Skills - Microsoft Desktop Certified Technician - Microsoft Office certification - ITIL certification - Industry certifications such as HDI (Help Desk Institute), MCP (Microsoft Certified Professional), A+, etc. - Wireless support experience (Blackberry, cell phones, cell modems/aircards) Desired: Subject IT
