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ITC Federal · 2 months ago

Hardware Analyst - DOJ EOIR End User Support

US-VA-Falls Church

Full-time

Hybrid

Entry, Mid Level

2+ years exp

ITC Federal is an information technology and consulting company focused on servicing the needs of the Federal Government. They are seeking a motivated Hardware Analyst to provide support for hardware issues and manage service requests as part of the OIT Service Desk Hardware Team.

Information TechnologySecurity

Work & Life Balance

No H1B

Security Clearance Required

Responsibilities

Open, receive, manage, and resolve customer hardware incident and service request tickets as part of the OIT Service Desk Hardware Team

Respond to customer emails sent to the OIT Service Desk Hardware mailbox

Resolve issues with hardware and deploy hardware for customers, including laptops, desktops, mice, keyboards, docking stations, printers, scanners, and all associated cabling

Provide on-site and remote support in a timely and professional manner

Perform imaging, deployment, and replacement of computer systems in accordance with organizational standards

Support the OIT Service Desk by assisting with incoming calls during high call volume periods or as needed, ensuring prompt support and maintaining service levels

Support OIT Service Desk hardware inventory tasks and management

Work an eight-hour shift within the OIT Service Desk operating hours of 6:00 AM to 8:00 PM Eastern Time

Periodically travel to EOIR Immigration Courts to provide customer support, move equipment, set up equipment, and prepare equipment for shipment. Travel is typically 15% or less of scheduled work hours in a calendar year

Complete other duties as assigned

Qualification

IT service desk supportMicrosoft Windows 10/11Enterprise hardware supportMicrosoft Office productsBasic networking conceptsIT certifications A+IT certifications Security+IT certifications Network+IT certifications ITILServiceNow experienceWritten communicationVerbal communication

Required

Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)

A minimum of two years of professional experience in supporting an IT service desk or performing similar IT support work

Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person

Knowledgeable with Microsoft Windows 10 and 11, basic networking concepts, PC hardware, and COTS software

Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers

Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment

Must be able to work an eight-hour shift between the hours of 6:00 AM to 8:00 PM as assigned