Desktop Support

M9 Solutions is seekingDesktop Supportto work onsite in support of a contract for a client located in Washington, DC. An active Secret clearance is required.

Responsibilities

• Perform systems administrative, troubleshooting, and operational duties on computer systems in response to user tickets and outages.
• Support and maintain COTS and custom-designed applications. Tasks include installation, configuration, and troubleshooting.
• Analyze, evaluate, and test software and hardware in response to issues identified by the client.
• Provide support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.
• Mitigate identified security issues.
• Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot the issue. Escalate a fully documented ticket if the issue cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Act to coordinate activities across support agencies to deliver support services to the client. Manage and track escalations to ensure the timely resolution of client issues.
• Contribute to identifying improvements in the support of hardware, software, or infrastructure-related services.
• Work to meet program service level agreements (SLAs) to resolve client issues.
• Provide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and visitors.
• Install, configure, and troubleshoot microcomputer hardware and software systems, including servers.
• Install, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers, and other devices supported by peripheral devices.
• Conduct diagnostic troubleshooting and repair for microcomputer devices.
• Install hardware and software applications on a myriad of computer devices.

Required Skills and Qualifications

• Active Secret security clearance.
• Associate degree or equivalent experience.
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Experience providing Tier 1 and 2 technical support with hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terms.
• Customer service operations experience.
• 5 years of related experience.
• Strong customer service and communication skills (both written and verbal).
• Excellent interpersonal skills, especially the ability to listen and understand what is being described.
• One or more industry standard certifications preferred: A+, Security+, Network+.