03/12/2021
FD Consulting is Seeking Desktop Support Technician
Desktop Support
Location: Chantilly, VA
Clearance: Top Secret (*eligible for SCI and requires passing for a CI polygraph)
Provide Level 2 support for various services as a member of the desktop support / break-fix team
Requirements
Specific Requirements, Skills, Personal Characteristics, Licenses, Physical Abilities, etc.
OVERALL REQUIREMENTS:
U.S. Citizen (not dual)
Submit/Pass a 10-year Dept. of Defense background check, criminal history, drug screening, and fingerprints
Valid driver’s license/Real-ID with clean driver’s history
Applicant must have a strong work ethic, be extremely organized and detail-oriented, be a self-starter with excellent time-management, problem solving, and multitasking skills
Applicant must have excellent front-facing / face-to-face customer service skills
Minimum 1 year of customer service experience (call center, retail, or other customer facing role)
Problem solving skills from active listening to, and educating, customers through resolution and a set of delivery expectations
Excellent communication skills (in English), both verbal and written, to articulate details in a professional manager
Position may require ability to sit, stand, walk extended distances, bend, stoop, squat and lift to 35 lbs. from the floor to desktop for extended periods of time
Experience with a ticketing system like ServiceNow a plus
Experience in leading technicians and/or administrators
Advanced understanding of service delivery framework
Ability to plan and prioritize their work assignments to meet deadlines/SLA's in a fast-paced environment without supervision
JOB SPECIFIC REQUIREMENTS AND SKILLS:
6+ years’ experience in supporting enterprise level PC’s as an IT Desktop (Desk-Side) or Help Desk Technician
Active Top-Secret security clearance with ability to obtain SCI access (which requires passing a CI polygraph)
IAT Level-2 Technical Certification (CompTIA Security+ or equivalent) required within 90 days of hire
Associates degree in IT / Computer Sciences, preferred
Able to support systems on both classified and unclassified networks
Familiarity with security requirements (ICD 503, DFARS, etc.)
Advanced understanding of Active Directory (heavy account management).
Advanced understanding of UNIX (account management, permissions, etc.).
Advanced understanding of the McAfee suite of security products (i.e. ENS, DLP, MDE)
Advanced understanding of hardware support experience (i.e. swapping hard drive, fan, motherboard)
Advanced understanding of troubleshooting HP systems
Advanced understanding of maintaining/troubleshooting VoIP devices (i.e. Cisco Call Manager/Unity)
Advanced understanding of installing/supporting/ troubleshooting Windows and Mac OS devices, MS Office, network connectivity issues, etc., and perform system (re)imaging using LANDesk or other imaging technologies.
Advanced understanding of data transfers using USMT.
Advanced understanding of inventory management, shipping and receiving, asset management. Includes: warehouse processes for shipping/receiving packages, asset tags, unboxing, return merchandise authorization (RMA) tracking.
Advanced understanding of the ServiceNow ticketing system.
Preferred working knowledge of audio, video, control, and communications systems.
Preferred knowledge of audio, video conferencing, or control equipment manufacturer certifications is a plus (Polycom, AMX, Crestron, etc.)
Responsibilities & Duties
List the specific duties required of this job. List in order of importance. Complete sentences.
RESPONSIBILITIES AND DUTIES:
The technician shall be responsible for:
Providing maintenance of computing devices, associated peripherals, and approved software; and shall install and maintain hardware and software on those devices and associated peripherals
Installation of upgrades (memory, hard drives, etc.) and peripheral devices.
Provide the appropriate office support to coordinate and schedule new equipment installations.
Monitor and update ServiceNow to ensure that all Service Level Agreements (SLAs) are met and make updates to ServiceNow asset records.
Assist in coordinating, scheduling and performing relocations and re-installations of equipment.
Perform periodic physical audits of end user computing devices to compare with ServiceNow’s records (deployment location, storage location, and assignee information)