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Sr. Desktop Support

Washington, DC

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Washington, DC 20001
Job Summary:
This position supports the AFNCR-ITS Program. Provide installation and support services for computer hardware, standard and local software applications, communications, e-mail accounts, desktop and laptop systems, multi-function output devices, and computer support to both local and remote users. Provide installation services to include managing the setup, installation, moves, adds, and changes for IT hardware and software. Assist users with hardware, software, and operational support requirements using industry standard practices. Tickets will be retrieved from the Remedy system. Troubleshoot IT related hardware, e.g., computers, laptops, printers, scanners, speakers, PDA's, cell phones, monitors, desktop cameras, and other peripheral devices, software, etc., to determine the best method of repair. When necessary coordinate the repair activities with the manufacturer or extended warranty vendor. Have basic LAN (Local Area Network) and WAN (Wide Area Network) operational knowledge and/or general working knowledge of how devices on a network communicate with each other. Provide IT services for MS Internet Explorer applications, and common system software. Provide IT infrastructure after hours & weekend support as necessary.
Primary Responsibilities:
The Personal Computer Support Technician provides Tier 2 support to PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Leads a team of 10-12 Desktop Support Technicians ensuring tickets are completed and divvied out to the team. Responsible for the day-to-day tasking, ticket queues and normal care and feeding for the silver support technicians. Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the candidate troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
Responsibilities will include:
*Perform onsite analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions
*Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required SLA's
*Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization's desktop computing environment
*Where required, administer and resolve issues with associated end-user workstation software products
*Receive and respond to incoming calls, e-mails, instant messages, and voicemails
*Accurately document instances of desktop equipment or component failure, repair, installation, and removal
*Accurately document and update all assigned incident tickets
*If necessary, liaise with third-party support and PC equipment vendors
*Analyze, identify and resolve Common Access Cards and CAC Readers/PKI certificate troubleshooting
*Analyze, identify, resolve VPN, outlook, and network access issues
*Utilize Active Directory to manage user's accounts
Basic Qualifications:
Requires a Bachelors Degree or equivalent and 4 years of prior relevant experience. Additional training and/or years of experience may be substituted in lieu of a degree.
Security CE Certification is required
Currently possess an active DoD Top Secret security clearance
Preferred Qualifications:
Strong communication skills (both verbal and written).
Comfortable discussing technical information with users and other support personnel.
Ability to quickly learn new systems and IT concepts.
Strong problem solving and decision making skills.
Ability to work autonomously as well as an integral member of a team.
**MEMBERS ONLY**SIGN UP NOW***. is a global science and technology solutions leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, **MEMBERS ONLY**SIGN UP NOW***. reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of **MEMBERS ONLY**SIGN UP NOW***. with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit **** The company's diverse employees support vital missions for government and commercial customers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. **MEMBERS ONLY**SIGN UP NOW***. will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. **MEMBERS ONLY**SIGN UP NOW***. is an equal opportunity employer/disability/vet.

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