SR. IT Specialist
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Install, maintain, and administer desktop computer systems, peripherals, and business applications across networked, classified, and unclassified environments. Diagnose, research solutions, and resolve hardware and software failures while providing users with guidance on hardware and software usage. Lead technical teams to complete complex IT assignments and projects, conducting IT audits and identifying process improvements. Utilize trouble-ticketing software to manage tickets and prepare equipment for reuse or surplus actions. Coordinate disassembly and reinstallation of IT equipment for office relocations and new buildings. Provide remote technical support and communicate effectively with users via telephone or electronic means. Prepare status reports for team leads and document areas for improvement. Requires TS clearance and physical ability to lift 50lbs.
Required Qualifications
- Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments
- Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures
- Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software
- Analyze and assess customer service requests and provide prompt technical solutions
- Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products
- Prepare progress/status reports and submit to team leads as required
- Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner
- Identify and document areas for process improvements
- Contact and effectively communicate with users by telephone, electronic communications, or in person
- Prepare equipment for reuse or surplus of property actions
- Provide technical support for customers assigned to remote locations as required
- Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals
- Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations
- Ability to lift up to 50lbs
- Must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach, carry items, push and pull carts loaded with equipment
- Demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers
- TS clearance required
Desired Qualifications
- Bachelor's degree in discipline with 5 years experience or 9 years of equivalent experience
- IT Certifications applicable to desktop and mobile computer support
- Experience providing excellent customer service
- Demonstrated proficiency working independently to provide service
- Demonstrated leadership skills
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