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Senior PC Technician needed to provide dedicated computer desktop and IT support for users on Aberdeen Proving Ground (APG). Duties can include end-user support and troubleshooting for files, printing, and e-mail systems, as well as networking and systems administration. The technician will trouble shoot user problems, as well as diagnose and resolve of a wide variety of technical and non-technical issues, including those for hardware, software, and associated peripherals. * Candidate shall provide planning and coordinating for the installation, testing, operation, troubleshooting and maintenance of hardware and software systems. Candidate shall also provide coordination and interface with the APG NEC (Network Enterprise Center) for Communications, Information Assurance, and Visual Information Services as required. *
Dedicated Logistics and Readiness Center (LRC) support, with immediate response for VIPs and their direct support staff, to include desktop, network (NIPR/SIPR), Blackberry, and other related IT support as required. *
Desktop VTC support, to include research of technology to support requirements, setup, user training, and break/fix support. *
Accounts management support, to include DD2875 preparation and account status tracking, ensure new user has PC, phone, PDA if required, other new user services as required. * Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives.
* Coordinates, oversees and/or conducts install, move, add, and change activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests.
* Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner.
* Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements.
* Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives.
* Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses system information where appropriate. Recommends and implements enhancements in order to ensure efficiencies.
* Provides leadership and work guidance to less experienced personnel.
* Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships.
Basic Qualifications
* Bachelor's degree in an IT related field, or equivalent combination of education and experience.
* Four or more years of technical support experience. * CompTIA A and Security certifications preferred, as well as any related Microsoft certifications.
* Experience working with company products and operating systems.
* Experience working with solving computer-related technical problems.
* Experience working with company escalation policy
* Experience working with relevant deployment strategies and methodologies
Other Qualifications
* Strong interpersonal skills for interacting with team members and clients
* Strong communication skills
* Organization skills to balance and prioritize work
* Strong analytical and problem solving skills
* Leadership skills to guide and mentor the work of less experienced personnel
