Senior End User Support Technician
$70,800–$148,600 year
On-site · Arlington, Virginia, United States
Job Summary
Senior End User Support Technician providing on-site and remote IT support for federal staff in Arlington, VA. Responsibilities include on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, wireless technologies; scheduling and coordinating desk-side support for software installations or break/fix activities; configuring equipment such as laptops, mobile devices, printers, copiers, VTC units, and VoIP phones; documenting changes in ServiceNow; reviewing and updating tickets; resolving connectivity issues; participating in project planning for facility IT equipment MACs; lifecycle support for end-user equipment; and maintaining customer service quality.
Required Qualifications
- Bachelor’s degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years’ experience can be substituted for a total of 12 years experience or an AA + 8 years)
- Ability to obtain a DHS Entrance on Duty (EOD)
- Experience with patch management software (e.g., SCCM)
- 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
- Bachelor’s degree and 6 years of relevant experience or equivalency
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