Senior End User Support Technician
$70,800–$148,600 year
On-siteWashington, United States
Job Summary
Provide on-site technical support for hardware, software, audiovisual systems, and wireless technologies to federal and contractor staff. Schedule and coordinate desk-side support for new installations and break/fix activities, while setting up and configuring laptops, printers, VTC units, and VoIP phones. Review pending tickets daily, investigate connectivity issues, and document all changes in the ServiceNow ticketing system. Perform daily customer checks, participate in site-specific project planning, and support equipment life cycle replacements. Implement new processes based on management recommendations and contribute to Knowledge Base documentation.
Required Qualifications
- Active Top-Secret clearance required, with ability to obtain SCI
- Ability to obtain a DHS Entrance on Duty (EOD)
- 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 perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
- 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
- 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 in confined spaces
Desired Qualifications
- Previous DHS or DoD experience
- Relevant hands-on Microsoft Windows administrator certification
- COMPTIA A+
- Network+
- Security+
- Cisco Certified Network Associate (CCNA)
- ITIL Foundation
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