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Executive 1 Holding Company, LLC · 22 hours ago

Deskside Tech Support II

FDA White Oak - Silver Spring, MD 20993

Full-time

Onsite

Entry Level

$50K/yr - $60K/yr

1+ years exp

Executive 1 Holding Company, LLC is seeking a Tier II Deskside Technician to join their team. The role involves installing, configuring, and troubleshooting hardware and software for desktop and mobile devices, as well as providing technical support to users in various locations.

Information Technology & Services

No H1B

Security Clearance Required

Responsibilities

Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.)

Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc

Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software

Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support

Technicians document all reported problems and issues and follow standard operating procedures

Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized

Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed

They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers

These services are provided through remote access

Deskside Technicians provide on-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD and Rockville, MD areas, Monday through Friday, for an 8-hour shift during the hours of 6:00 am 6:00 pm local time as well as when the Governments local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations

On-call services are required between 6:01 pm and 5:59 am local time Monday through Friday, weekends, and Federal Holidays

Qualification

PC troubleshootingWindows 7/10Microsoft OfficeServiceNow experienceCustomer service skillsDetail-orientedOrganizational skillsWriting skillsCommunication skillsProblem-solving skills

Required

Must be able to obtain Public Trust clearance

1 year of Tier 1 or Tier 2 experience PLUS completion of two years of college-level or vocational coursework in computer science or a closely related field

Preferred

Possess excellent customer service skills

Detail-oriented and possesses excellent organizational skills

Excellent writing and communication skills

Excellent IT support problem-solving skills and a broad understanding of relationships between hardware and software applications as necessary

Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone, and Android devices, and local and/or network printers

Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities

ServiceNow training or experience