Tier 2 - Desktop Support Technician - Interim Secret Clearance

Title:  Tier 2 - Desktop Support Technician - Interim Secret Clearance

***Must have an active Interim Secret Security Clearance***

Location:  Washington, DC Metro

Provides technical, operations, and training support to users of company's personal computers either by telephone or on-site relative to desktop hardware and software packages. Performs hardware diagnostics and coordinates repairs. Assists in planning and designing PC support systems. Acts as liaison for data transfer systems design and implementation. Installs and tests personal computers, printers, and other peripherals; configures operating system, shrink-wrap programs, and applications software programs. Develops reports and databases. Provides technical support for personal computers.

RESPONSIBILITIES:
-Manages the resolution of technical problems.
-Insures expertise in customer service and technical knowledge to resolve issues surrounding installation, usage, and training on software and/or hardware products is used.
- Answer correspondence from employees relating to computer problems and work on providing resolution.
- Document problems and resolutions worked on in a timely and efficient manner.
- Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.
- Work with Help Desk to keep accurate logs/inventory of all software and hardware.
- Assist the rest of IT staff with the further development and administration of the IT Help Desk function.
- Obtain customer feedback information.
- Effectively communicate customer issues and concerns to all applicable internal staff members.
- Document all contacts, actions, and responses in customer database.
- Organize and maintain file system; files correspondence and other records.
- Maintain working knowledge of products and/or services.
- Prepares reports and correspondence as needed.
- Performs other duties as assigned by supervisor.
- Work in technical environment including:

REQUIREMENTS:
- Must be a US Citizen and be able to successfully complete DHS Security Screening Process
- Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education.
-5 years of professional experience or 3 years of professional experience with a related Master’s degree.
- Ability to react to high priority problem calls, and interface with a variety of clients.
- proficiency in MS OS: WinNT, Win2000, Win XP, Lotus Notes, Enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications, Novell environment, SQL server, backup tape support for servers, file recovery.
- Commitment to excellence and high standards.
- Strong organizational skills; able to manage priorities and workflow.
- Ability to work independently and as a member of various teams and committees.
- Ability to understand and follow written and verbal instructions.
- Acute attention to detail.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing