Monitor IT service management system, complete tickets, and/or assign tickets to the appropriate technician
Install Windows operating systems (government base image) to government-issued laptops and desktops
Install and configure approved software and provide continued support as necessary
Complete assigned steps for new user on-boarding/orientation/transfers/off-boarding
Configure and deploy government-issued mobile devices
Assist Federal Property Custodian with accountability and inventory of government-furnished equipment
Support Audio/visual/remote meeting software (Google Meet, Adobe Connect, Microsoft Teams, etc.) and in-office conference rooms
Assist office with maintaining tracking inventory of approved software and licenses
Create new and maintain existing standard operating procedures (SOPs) for process documentation

Requirements

Team player with a positive attitude, great communication skills, and exceptional customer service habits
Proven history of successful information technology support to a geographically-dispersed workforce
Strong attention to detail, troubleshooting, and problem-solving skills - ability to think “outside the box”
Can manage multiple tasks/projects and quickly respond to users’ technical issues
Proven experience supporting Microsoft Windows and Apple Mac operating systems, Microsoft Office, Adobe, and other COTS products
Comprehensive knowledge of Active Directory and other Microsoft enterprise systems
Fundamental understanding of IT security best practices and threat protection
Familiarity with change control processes and service desk ticketing systems (Jira, ServiceNow, etc.)
Experience patching and updating Microsoft products at the client level
Experience building relationships with management, colleagues, and external working groups
Strong communication and organizational skills and excellent interpersonal skills
Self-starter with ability to work in a small team environment
Ability to follow strict standard operating procedures and technical documentation
Must be able to pass a NACI (National Agency Check with Inquiries) background check
High School Diploma with six years of related experience; equivalent technical training and/or certifications can be substituted for academic degrees

Benefits

Comprehensive healthcare for the employee at no monthly cost
Healthcare benefit covers medical, prescription drug, dental, and vision
Personal Time Off (PTO) Policy plus paid holidays
Highly competitive compensation plan regularly calibrated against industry and location benchmarks
401(k) retirement plan with company-matching
Employee Stock Ownership Plan (ESOP) – we’re all company owners!
Flexible spending accounts
Employee assistance program (EAP)
Short- and long-term disability insurance
Life and accident insurance
Tuition assistance/Training/Workforce improvement reimbursement per year
Spot bonuses for exceptional performance
Annual Employee Recognition Awards with bonuses
Employee Referral Program
Free centralized, self-directed Learning Management System to learn at your own pace
Personalized career growth plans for every employee

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows operating systemsApple Mac operating systemsMicrosoft OfficeAdobeActive DirectoryIT security best practicesservice desk ticketing systemspatching Microsoft productstroubleshootingproblem-solving

Soft Skills

team playercommunication skillscustomer serviceattention to detailorganizational skillsinterpersonal skillsself-starterability to manage multiple tasksability to follow SOPsrelationship building

Certifications

NACI background checktechnical training certifications