Job Description
-Clearance Requirement:
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• Active Secret clearance required prior to start (US Citizenship mandatory).
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Key Responsibilities:
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• Provide Tier II Desk Side Support, including both touch labor and remote desktop assistance for migrated endpoints.
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• This support effort kicks off in conjunction with Canary Testing.
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• Personnel must be prepared to travel within a 50-mile radius of their assigned facility to provide support.
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• Support will include onsite Tier 2 Desk Side services during core business hours (0800-1600 local time) for up to 60 days after DAFA personnel transition to DISA. Temporary support is needed for approximately 60-90 days.
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• Remote support will be provided where feasible for customers outside the three regional kiosk locations.
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• Support escalated Tier I issues that cannot be resolved remotely or require physical intervention.
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• Resolve endpoint migration and post-migration issues, including installation, configuration, and testing of desktop hardware and peripherals.
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• Maintain and monitor endpoint devices, applying updates, patches, and troubleshooting software/hardware issues.
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• Train personnel on Global Service Desk (GSD) operations to ensure smooth transition and reduce support dependency.
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• Ensure that services are aligned with compliance and security standards for endpoint devices.
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• Create and update technical documentation, including incident reports and troubleshooting guides.
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Technical Skills:
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• Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations.
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• Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues.
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• Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues.
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• Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support.
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• Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates.
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• Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation.
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• Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation.
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• Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests.
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• Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices.
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Preferred Skills:
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• Experience providing IT support in government or highly regulated environments.
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• Industry certifications such as CompTIA Security+, Network+, or A+.
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• Familiarity with Global Service Desk operations and best practices.
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Work Environment:
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• On-site presence is required at the designated locations during core business hours.
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• Some remote work may be required for supporting customers outside the kiosk locations.
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• The position involves physical intervention and may require lifting equipment up to 50 lbs.
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This role provides a unique opportunity to deliver critical technical support during a significant IT transition effort, ensuring a smooth migration experience for DAFA personnel.
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Required Qualifications: High school diploma and 3+ years of relevant IT support experience, or equivalent combination of education and work experience.
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• Active Secret clearance required
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• Strong knowledge of Microsoft Windows operating systems, including troubleshooting OS-level issues.
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• Experience with Active Directory for account management and troubleshooting.
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• Familiarity with remote desktop tools and remote troubleshooting techniques.
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• Ability to troubleshoot and resolve escalated hardware and software issues for desktop and peripheral devices.
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• Knowledge of endpoint security tools and their deployment.
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• Strong communication and interpersonal skills, with a customer-focused approach.
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Technical Skills:
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• Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations.
\n
• Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues.
\n
• Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues.
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• Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support.
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• Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates.
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• Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation.
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• Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation.
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• Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests.
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• Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices.
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***Must be 8570 Certified Compliant***.
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Desired Qualifications:
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• Experience providing IT support in government or highly regulated environments.
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• Industry certifications such as CompTIA Security+, Network+, or A+.
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• Familiarity with Global Service Desk operations and best practices.