IT Coalition

Analyst

• Open, receive, manage, and resolve customer hardware incident and service request tickets as part of the OIT Service Desk Hardware Team
• Respond to customer emails sent to the OIT Service Desk Hardware mailbox
• Resolve issues with hardware and deploy hardware for customers, including laptops, desktops, mice, keyboards, docking stations, printers, scanners, and all associated cabling
• Provide on-site and remote support in a timely and professional manner
• Perform imaging, deployment, and replacement of computer systems in accordance with organizational standards
• Support the OIT Service Desk by assisting with incoming calls during high call volume periods or as needed, ensuring prompt support and maintaining service levels
• Support OIT Service Desk hardware inventory tasks and management
• Work an eight-hour shift within the OIT Service Desk operating hours of 6:00 AM to 8:00 PM Eastern Time
• Periodically travel to EOIR Immigration Courts to provide customer support, move equipment, set up equipment, and prepare equipment for shipment
• Complete other duties as assigned

Hardware Analyst – DOJ EOIR End User Support