NOC End User Support Technician
$59,600–$122,100 year
On-site · Washington, District of Columbia, United States
Job Summary
NOC End User Support Technician needed to provide on-site and remote IT end-user support for DHS staff in a 24/7/365 environment at DHS HQ. Responsibilities include on-site hardware/software support for laptops, printers, tablets, mobile devices, and peripherals; desk-side support for software installations and break/fix activities; configuring new end-user equipment; documenting changes in ServiceNow; monitoring and resolving connectivity issues; participating in project planning for facility IT equipment; lifecycle support for end-user devices; cross-training in systems and network administration; contributing to knowledge bases and SOPs; and supporting ad-hoc process improvements. Requires a Bachelor’s degree and 5 years of relevant experience (or equivalent), ability to obtain DHS EOD, proficiency with Windows 11 and Office products, patch management tools (SCCM/InTune), ServiceNow, Active Directory, ITIL framework, and willingness to travel within the National Capital Region. Availability for 12-hour shifts including federal holidays and weekends is required. Desirable certifications include MS Windows administrator, CompTIA A+/Network+/Security+, CCNA, and ITIL Foundation.
Required Qualifications
- Bachelor’s degree and 5 years of relevant experience or equivalency
- Ability to obtain a DHS Entrance on Duty (EOD)
- Experience with patch management software (e.g., SCCM and InTune)
- Experience installing, upgrading, and removing software
- Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
- Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
- Advanced experience with Active Directory management & administration
- Knowledgeable of Problem Management best practice and processes
- Strong knowledge and experience with Microsoft Teams Room configurations and licensing
- ITIL v4 Foundation certification (not required to start but expected to attain in first six months)
- Ability to travel locally within National Capital Region
- Physically capable of lifting and moving fifty (50lbs)
- Able to work 12-hour shifts including federal holidays and weekends
- The following certifications is highly desired: Microsoft Windows administrator certification, COMPTIA A+, Network+, Security+, CCNA
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