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Desktop Support Technician

Company: DISYS
Location: Colorado Springs
Posted on: January 15, 2022

Job Description:

Position: Desktop Technician - Top Secret
Location: Colorado Springs, CO
Schedule: Monday thru Friday / 7AM-4PM

Clearance: Active Top Secret or TS/SCI

The technician shall be responsible for providing maintenance of computing devices, associated peripherals, and approved software. The technician shall install and maintain hardware and software on those devices and associated peripherals. The technician shall install all upgrades (memory, hard drives, etc.) and peripheral devices purchased. The technician will provide the appropriate office support to coordinate and schedule new equipment installations. The technician shall monitor and update ServiceNow to ensure that all Service Level Agreements (SLAs) are met and make updates to ServiceNow asset and CI records. The technician shall be responsible for the on-site installation of new devices. The technician shall assist in coordinating, scheduling and performing relocations and re-installations of equipment upon approval. The technician shall perform periodic physical audits of end user computing devices to compare with ServiceNow's records (deployment location, storage location, and assignee information).

Able to support systems on both classified and unclassified networks.
Familiarity with security requirements (ICD 503, DFARS, etc.).
Intermediate knowledge in supporting enterprise level PC's.
Intermediate understanding of Active Directory (heavy account management).
Intermediate understanding of UNIX (account management, permissions, etc.).
Intermediate understanding of the McAfee suite of security products (i.e. ENS, DLP, MDE)
Intermediate understanding of hardware support experience (i.e. swapping hard drive, fan, motherboard)
Intermediate understanding of troubleshooting HP systems
Intermediate understanding of maintaining/troubleshooting VoIP devices (i.e. Cisco Call Manager/Unity)
Intermediate understanding of installing/supporting/ troubleshooting Windows and Mac OS devices, MS Office, network connectivity issues, etc., and perform system (re)imaging using LANDesk or other imaging technologies.
Intermediate understanding of data transfers using USMT.
Intermediate understanding of inventory management, shipping and receiving, asset management. Includes: warehouse processes for shipping/receiving packages, asset tags, unboxing, return merchandise authorization (RMA) tracking.
Intermediate understanding of the ServiceNow ticketing system.
Desktop Technician must possess good verbal and written communication skills with a high focus on customer service.
Desktop Technician must possess ability to provide solutions to user problems to ensure user satisfaction and productivity
Desktop Technician must have experience in leading technicians and/or administrators.
Desktop Technician has advanced understanding of service delivery framework.
Desktop Technician must have the ability to plan and prioritize their work assignments to meet deadlines/SLA's in a fast-paced environment without supervision.

Requirements:

U.S. Citizen (not dual)
Submit/Pass a 10-year Dept. of Defense background check, criminal history, drug screening, and fingerprints
Valid driver's license/Real-ID with clean driver's history
Applicant must have a strong work ethic, be extremely organized and detail-oriented, be a self-starter with excellent time-management, problem solving, and multitasking skills
Applicant must have excellent front-facing / face-to-face customer service skills
Minimum 1 year of customer service experience (call center, retail, or other customer facing role)
Problem solving skills from active listening to, and educating, customers through resolution and a set of delivery expectations
Excellent communication skills (in English), both verbal and written, to articulate details in a professional manager
Position may require ability to sit, stand, walk extended distances, bend, stoop, squat and lift to 35 lbs. from the floor to desktop for extended periods of time
Experience with a ticketing system like ServiceNow a plus
3+ years' experience in an IT support role, preferably as a Desktop (Desk-Side) or Help Desk Technician
High School Diploma, required. College degree in IT course work preferred
IAT Level-2 technical certification (preferably CompTIA Security+) required at time of hire
Active Top-Secret security clearance with SCI access (TS/SCI) and active poly required at time of hire

Benefits:

15 days PTO
7 paid holidays
Comprehensive Benefits Package
Medical
Dental
Vision
Short/Long Term Disability
401K
Digital Intelligence Systems, LLC (DISYS)is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Keywords: DISYS, Colorado Springs , Desktop Support Technician, Professions , Colorado Springs, Colorado

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