Service Desk Technician at Washington, D.C.

The Service Desk Technician Job at 1 Source is looking for a Service Desk Technician II to work collaboratively with other contractors and federal staff at the Department of Energy (DOE) to review computer systems in terms of machine capabilities and man-machine interfaces, and prepares reports and studies concerning hardware/software for systems and applications.

Other duties and responsibilities include, but are not limited to:

1. Prepares functional requirements and specifications for hardware/software acquisitions.
2. Ensures that problems have been properly identified and solutions will satisfy the user’s requirements.
3. Works under general supervision.
4. May perform other duties as assigned.

Education and Years of Experience:

Bachelor’s degree in a related field is strongly preferred.

5+ years of experience.

Required Skills:

Support multiple classified and unclassified network supporting 4,000 users with an average of 1,000 tickets per month broken down as follows:

1. General Desktop Support: 40%
2. General Email Support: 15%
3. Entrust Application: 10%
4. General Unified Communications: 10%
5. General Account Management: 10%
6. Remaining/Others: 15%

In support of these users:

Provide Tier 1 and Tier 2 Help Desk support to the user community (phone, email or drive-by).

Follow established processes, using Active Directory to reset user passwords, create/delete user accounts and assign account privileges.

Utilize remote access tools such as DameWare, Skype for Business to resolve issues.

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Utilize TicketWeb (SolarWinds) to log tickets.

Document and update the known fixes for future reference in the knowledge base.

Perform WebRAO duties to issue PKI certs for secure browsers.

Onboard new employees and train on a system.

iPhone 6/7/8 and tablet support (set up email access).

Escalate Issues as needed to Tier 3 (Server, Exchange, Network, SharePoint) Teams.

Clearance Requirements:

1. Top Secret security clearance or DOE “Q” clearance is required
2. TS/SCI security clearance is strongly preferred

How To Apply

Interested and qualified applicants should visit the application official webpage to start and submit their application with their CV and Cover Letter.

Apply Here

Application Deadline Not Specified

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