Performs all levels of IT duties from routine installations and maintenance to IT tasks that are complex in

nature under limited, general guidance. Competent to work on complex technical IT assignments. This

position performs IT support duties and related problem solving using desktop IT skills, demonstrating IT

desktop experience, good judgement, and initiative. Works well both as part of a team as well as

independently, with the ability to lead a technical team, successfully completing tasks while receiving

only general guidance on assignments and solutions. Performs technical work of a professional level

using standard techniques, concepts and procedures. Highly skilled to work independently on technical

assignments and projects, meeting deadlines. Contributes to and leads others with complex problem

solving. Must possess excellent IT technical skills, customer service skills, work completely

independently supporting users and resolving their IT issues while representing assigned service unit,

follow directions, and be self-motivated to complete assignments, research and apply solutions.

Typical duties include installing, maintaining, and administering desktop computer systems and

associated peripherals including printers, monitors, switchboxes, business application software, and

various operating systems. Works with government personnel and others, leads other contractors to

complete IT tasks and projects as necessary.

POSITION REQUIREMENTS

• 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.

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EXPERIENCE/EDUCATION Required:

Demonstrated proficiency installing, maintaining, repairing desktop operating systems, business

applications, desktop computer hardware, peripherals, and printers.

• Bachelor's degree in discipline with 5 years of experience, or 9 years of equivalent experience

• TS clearance required

Preferred:

• IT Certifications applicable to desktop and mobile computer support desired

• Experience providing excellent customer service

• Demonstrated proficiency working independently to provide service

• Demonstrated leadership skill 

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