Help Desk Support Spec IV
Help Desk Support Spec IV Location:
This position will be 100% onsite at the customer location(s) in Wilmington, DE Clearance:
Public Trust security clearance required (Secret Clearance highly desired) Our client is looking for a Deskside Support Technician to support the Enterprise Standard Architecture V (ESA V) program, in Wilmington, DE.
ESA V is an IT Services program supporting several customers within the Department of Justice.
The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.
The types of work a candidate for these positions should expect to perform include but aren't limited to the following:
o Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base o Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail o Installation of specialty software which is not already packaged in SCCM o Removal of devices from the network as directed by Security o Assess issues and diagnose problems with printers o Install printer toner ESA V prides itself in providing high-quality customer support.
A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner.
As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions.
Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice.
Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved.
This white glove service may sometimes require after-hours support to be provided.
If this sounds like the kind of environment where you can thrive, keep reading! All work for the team will be tracked in a ticketing system.
The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff.
Staff members are responsible for keeping tickets up to date at all times.
The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools.
Experience working on and resolving issues with this type of office IT environment, is a must! Required Education &
Experience:
o High School diploma with 5
years of prior relevant experience o Customer service-focused attitude o Current Public Trust clearance o Ability to maintain a Public Trust clearance o Past experience providing IT (Tier II) support in a Windows office environment o Excellent written and verbal communication skills o Use of an ITSM ticketing system Desired Requirements:
o Past experience with Department of Justice components o Current Secret clearance ABBTECH is an EOE/Minorities/Women/Disable Individuals/Veterans Provide support in troubleshooting desktop software/hardware problems for end users Resolve technical hardware and software issues Procuring computer hardware and software Provide help desk support for hardware problems to manufacturing users Resolve hardware and software problems Resolving software and hardware problems Provide end-user hardware and/or software support Providing technical assistance to end users by troubleshooting hardware and software issues on computer systems Resolve end-user hardware/software problems to the end users satisfaction Resolving hardware and software customer issues Help resolve any hardware or software problems Provide end-user software troubleshooting and support Installing and troubleshooting hardware and software Provide end-user support to computer users Troubleshoot hardware and network connectivity issues Provide assistance and support to end-user software and hardware troubleshooting Installing hardware and software systems Diagnose and resolve technical hardware and software issues Troubleshoot and resolve users' hardware and software issues Upgrade software on end user computer Recommended Skills Customer Service Maintenance Problem Solving Provide Software Troubleshooting Technical Support Upgrade Computer Hardware Estimated Salary: $20 to $28 per hour based on qualifications.
This position will be 100% onsite at the customer location(s) in Wilmington, DE Clearance:
Public Trust security clearance required (Secret Clearance highly desired) Our client is looking for a Deskside Support Technician to support the Enterprise Standard Architecture V (ESA V) program, in Wilmington, DE.
ESA V is an IT Services program supporting several customers within the Department of Justice.
The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.
The types of work a candidate for these positions should expect to perform include but aren't limited to the following:
o Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base o Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail o Installation of specialty software which is not already packaged in SCCM o Removal of devices from the network as directed by Security o Assess issues and diagnose problems with printers o Install printer toner ESA V prides itself in providing high-quality customer support.
A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner.
As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions.
Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice.
Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved.
This white glove service may sometimes require after-hours support to be provided.
If this sounds like the kind of environment where you can thrive, keep reading! All work for the team will be tracked in a ticketing system.
The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff.
Staff members are responsible for keeping tickets up to date at all times.
The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools.
Experience working on and resolving issues with this type of office IT environment, is a must! Required Education &
Experience:
o High School diploma with 5
years of prior relevant experience o Customer service-focused attitude o Current Public Trust clearance o Ability to maintain a Public Trust clearance o Past experience providing IT (Tier II) support in a Windows office environment o Excellent written and verbal communication skills o Use of an ITSM ticketing system Desired Requirements:
o Past experience with Department of Justice components o Current Secret clearance ABBTECH is an EOE/Minorities/Women/Disable Individuals/Veterans Provide support in troubleshooting desktop software/hardware problems for end users Resolve technical hardware and software issues Procuring computer hardware and software Provide help desk support for hardware problems to manufacturing users Resolve hardware and software problems Resolving software and hardware problems Provide end-user hardware and/or software support Providing technical assistance to end users by troubleshooting hardware and software issues on computer systems Resolve end-user hardware/software problems to the end users satisfaction Resolving hardware and software customer issues Help resolve any hardware or software problems Provide end-user software troubleshooting and support Installing and troubleshooting hardware and software Provide end-user support to computer users Troubleshoot hardware and network connectivity issues Provide assistance and support to end-user software and hardware troubleshooting Installing hardware and software systems Diagnose and resolve technical hardware and software issues Troubleshoot and resolve users' hardware and software issues Upgrade software on end user computer Recommended Skills Customer Service Maintenance Problem Solving Provide Software Troubleshooting Technical Support Upgrade Computer Hardware Estimated Salary: $20 to $28 per hour based on qualifications.
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