This role will start in Washington DC, but will move to Merrifield, VA eventually (100% on-site).
DanSources is looking for a Deskside Support Technician to support the Enterprise Standard Architecture V (ESA V) program, in Washington, DC. ESA V is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.
The types of work a candidate for these positions should expect to perform include but aren’t limited to the following:
• Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base
• Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail
• Installation of specialty software which is not already packaged in SCCM
• Removal of devices from the network as directed by Security
• Assess issues and diagnose problems with printers
• Install printer toner
ESA V prides itself in providing high-quality customer support. A key part of the deskside support staff’s job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner. As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions. Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice. Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved. This “white glove” service may sometimes require after-hours support to be provided.
If this sounds like the kind of environment where you can thrive, keep reading!
All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Experience working on and resolving issues with this type of office IT environment, is a must!
Required Education & Experience:
• High School diploma with 5+ years of prior relevant experience
• Customer service-focused attitude
• Current Secret clearance
• Ability to maintain a Secret clearance
• Past experience providing IT (Tier II) support in a Windows office environment
• Excellent written and verbal communication skills
• Use of an ITSM ticketing system
Desired Requirements:
• Past experience with Department of Justice components
...Exciting Opportunity: German-Speaking Customer Support Agent (Onsite in Malta!) Are you a fluent German speaker ready for... ...Your Responsibilities: Provide outstanding phone, email, and chat support in German (and English). Resolve customer inquiries...
...CyOps Analyst, you will be investigating security alerts from the Cynet platform in order... ...intelligence. Staffed by an elite group of cyber threat analysts and investigators, Cynet... ..., including location, level, relevant experience, and skills At Cynet Security, we are...
...with professionalism, reliability, and integrity. Our team is growing, and we're seeking a dedicated and experienced Scheduler/Dispatcher to join our fast-paced operations department. If you're detail-oriented, calm under pressure, and thrive in a coordination-heavy...
...Analytics Optional: SF Healthcloud, Apex, Lightning, Java, .NET, Mulesoft Top 3 skills: Salesforce Technical Data Architecture and... ...- Salesforce Data Architecture (Hands On) Must Have: Developer Certification (Platform Dev 2), and at least 2 of the...
...growing demand for used car reconditioning, we can keep you busy and help you grow your career.Why Work for the Auto Ranch Group?At the... ...our team as seamless as possible.Lets Make a Deal:We want to make you an offer you cant refuse. If you love working on cars...