Help Desk - Deskside Support (Jr) from Quadrant Inc
Winchester, VA
About the Job
Job ID: 24-01617
Junior Deskside Support
Winchester, VA
MUST:
Top Secret Clearance required
Experienced Deskside Support
1+ years of relevant experience
Must have experience with mobile devices
Ability to lift up to 50lbs, must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach out and above head, carry items, push and pull carts loaded with equipment.
Must possess excellent IT technical skills, customer service skills, work independently, supporting users and resolving their IT issues while representing assigned service unit, follow directions, and be self-motivated to complete assignments, research and apply solutions.
Works well both as part of a team as well as independently, successfully completing tasks while receiving only general guidance on assignments and solutions.
Bachelor's degree required (extra 4 years of experience with no degree)
DUTIES:
Performs Junior IT support duties and related problem-solving using desktop IT support skills, demonstrating IT desktop experience, good judgement, and initiative.
Performs technical work of a professional level using standard techniques, concepts and procedures.
Competent to work independently on technical assignments and projects, meeting deadlines. Contributes to complex problem solving.
Install desktops, portable computers, peripherals, and software products for networked, classified, and unclassified, and standalone environments.
Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
Analyze and assess customer service requests and provide prompt technical solutions.
Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.
Prepare progress/status reports and submit to team leads as required.
Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
Identify and document areas for process improvements.
Contact and effectively communicate with users by telephone, electronic communications, or in person.
Prepare equipment for reuse or surplus of property actions.
Provide technical support for customers assigned to remote locations as required.
Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.
Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.
The ITB Solution Center's mission is to improve the IT customer experience by providing personalized technical services at JEH to walk- in- customers.
PIV (Personal Identity Verification Credential)
Unlocking user's PIV (UNET) account
Activating user's PIV account
Updating Certifications
Pin resets
PKI (Public Key Infrastructure Program)
Applying certificates to employees PKI cards
Reset PKI cards
Unlocking PKI cards
Generate codes for TAs in field office
Revoke accounts
RSA (Registration Security Authority)
Troubleshooting RSA issues regarding hard and soft token
Associate and set up RSA tokens with employees account
Allow employees to reset RSA pin (FBINET & UNET)
Unlock RSA accounts (FBINET &UNET)
Hard token distribution and retrieval
Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.
Junior Deskside Support
Winchester, VA
MUST:
Top Secret Clearance required
Experienced Deskside Support
1+ years of relevant experience
Must have experience with mobile devices
Ability to lift up to 50lbs, must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach out and above head, carry items, push and pull carts loaded with equipment.
Must possess excellent IT technical skills, customer service skills, work independently, supporting users and resolving their IT issues while representing assigned service unit, follow directions, and be self-motivated to complete assignments, research and apply solutions.
Works well both as part of a team as well as independently, successfully completing tasks while receiving only general guidance on assignments and solutions.
Bachelor's degree required (extra 4 years of experience with no degree)
DUTIES:
Performs Junior IT support duties and related problem-solving using desktop IT support skills, demonstrating IT desktop experience, good judgement, and initiative.
Performs technical work of a professional level using standard techniques, concepts and procedures.
Competent to work independently on technical assignments and projects, meeting deadlines. Contributes to complex problem solving.
Install desktops, portable computers, peripherals, and software products for networked, classified, and unclassified, and standalone environments.
Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
Analyze and assess customer service requests and provide prompt technical solutions.
Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.
Prepare progress/status reports and submit to team leads as required.
Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
Identify and document areas for process improvements.
Contact and effectively communicate with users by telephone, electronic communications, or in person.
Prepare equipment for reuse or surplus of property actions.
Provide technical support for customers assigned to remote locations as required.
Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.
Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.
The ITB Solution Center's mission is to improve the IT customer experience by providing personalized technical services at JEH to walk- in- customers.
PIV (Personal Identity Verification Credential)
Unlocking user's PIV (UNET) account
Activating user's PIV account
Updating Certifications
Pin resets
PKI (Public Key Infrastructure Program)
Applying certificates to employees PKI cards
Reset PKI cards
Unlocking PKI cards
Generate codes for TAs in field office
Revoke accounts
RSA (Registration Security Authority)
Troubleshooting RSA issues regarding hard and soft token
Associate and set up RSA tokens with employees account
Allow employees to reset RSA pin (FBINET & UNET)
Unlock RSA accounts (FBINET &UNET)
Hard token distribution and retrieval
Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.