Desktop Support Specialist - Journeyman - Triumph Enterprises

Triumph Enterprises is currently looking for a mid-level Desktop Support Specialist to join a contract with a federal government client with an important mission. In this role, you will have the opportunity to work with a great team while serving a fulfilling mission.

Provides deskside and dispatch support services at required EPA locations. Coordinates with the EISD for incident management, request fulfillment and provisioning, IMACs, and break/fix management. Troubleshoots, diagnoses, and resolves end-user device incidents and problems, through both deskside support services and by serving on the Walk-Up Service Desk, where appropriate. Provides Tier 2 AV/VTC support. Tracks the status of all incidents and requests in ServiceNow. Supports the execution of technology refresh plans.

Program: EPA ESSET

Location: Narragansett, Rhode Island

Responsibilities:

The successful candidate will work directly with our government client and support team members to:

• Provide technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Analyzes problems and provide technical assistance, support, and advice to end users for hardware, software, and systems.
• Possess and apply expertise on multiple complex work assignments.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Determines whether a problem is caused by hardware, software, or system.
• Acts as a contact for users having problems using computer software, hardware, and operating systems.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Strong customer service focus to meet the needs of internal and external customers.
• Professional, pleasant, and polished demeanor.
• Ability to work collaboratively with others.
• Ability to maintain confidentiality of sensitive information within and external to Triumph.

Required Experience:

• 3-6 years of experience providing IT service management (ITSM) including enterprise service desk, deskside, engineering, and applications support; mobile devices; and electronic messaging and collaboration services.
• Experience following operational-level activities in a manner consistent with the ITSM framework: a. Request fulfillment. b. Incident management. c. Problem management. d. Access management. e. Event management.
• Experience fulfilling user requests, resolving service failures, performing routine operational tasks, performing administrative tasks (including Microsoft (MS) Windows, MS 365, Active Directory, and security management), and addressing and fixing problems and incidents to ensure a high level of efficiency and support.
• Experience providing responsive Tier 2 deskside and dispatch support services in support of the full life cycle of activities associated with incident management, request fulfillment and provisioning, operational logistics, installation, configuration, and break/fix management of all end-user computing devices, phones, and video conferencing equipment.
• Experience providing local deskside services to all on-site users to troubleshoot, diagnose, and resolve incidents and problems and fulfill requests that require touch support that cannot be resolved at the first level.
• Experience providing remote and deskside support for up to 400 end-users requiring assistive technology customers including SW, equipment setup and configuration, upgrades, and training on how to use assistive technologies with industry standard tools.
• Experience with ServiceNow.
• Experience with ITIL standards and practices.
• Knowledge and proficiency with Microsoft Office Suite (Excel, Access, Word, PowerPoint).
• Excellent verbal, written, and people skills.

Education Requirements:

• High School diploma and 4-6 years of Desktop Support

Clearance Requirements:

• US Citizenship required with ability to obtain a Public Trust clearance.

Desired Elements:

• Certified Network Computer Technician (CNCT)
• Microsoft Certified Desktop Support Technician (MCDST)
• Experience with government contracting firms supporting the Federal government.

Triumph is a service disabled veteran-owned small business (SDVOSB) specializing in Cybersecurity, Business Intelligence, Analytics, and Data Visualization, Program Management, Acquisitions Support, Engineering, and IT Service. Incorporated in Virginia in 2005, Triumph has risen to meet the Federal Government’s growing need for protecting critical infrastructure and key resources, problem solving using business intelligence, and providing acquisition and program management expertise; while cultivating a track record of success. Our pursuit of excellence is driven by an emphasis on Client Focus, Integrity, Imagination, and Employee Engagement – the Core Values that motivate and inspire our leadership, business practices, and company culture. For more information on Triumph, visit http://triumph-enterprises.com/.

We are an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status.