Configures and installs hardware and software for users
Responds to network and software problems via telephone, in-person and/or online support to end-users
Completes new hire set-up and in training users on new software and hardware, when needed
Applies technical expertise to the implementation, monitoring, or maintenance of IT systems
Resolves hardware or software problems in response to user questions and requests for assistance by diagnosing the source of malfunctions, recommending corrective actions, and/or consulting with appropriate staff or vendor
Helps maintain the security of the network, including administering e-mail and anti-virus systems and ensuring availability, continuity, and security of data
Provides updates, status, and completion information to IT manager and/or users, via voice mail, e-mail or in-person communication
Recommends changes or updates in programming, documentation, and training to address system deficiencies and user needs

Requirements

3 - 5 years of relevant work experience in help desk / customer service / end user support
Experience and familiarity supporting general business technology (User accounts/passwords, Wired/Wireless Networks, Printers/Copiers, Conference Rooms, and Mobile Devices)
Knowledgeable with all forms of hardware: laptops, servers, desktops, printers, monitors, and peripherals
Excellent customer service skills, written and oral communication, and time management skills
Instinctive problem-solving abilities and curiosity to seek out, analyze, and correct or avoid computer systems problems
Experience working with federal civilian or DOD personnel
Experience imaging machines using Endpoint / Intune /Azure AD
Extensive knowledge of Windows 10 /11 desktop operating system
Extensive Knowledge of MS 365 Outlook, OneDrive, Teams, SharePoint
Experience using service desk ticketing systems such as ServiceNow

Benefits

Health, life, disability, financial, and retirement benefits
Paid leave
Professional development
Tuition assistance

Applicant Tracking System Keywords

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

Hard Skills & Tools

hardware configurationsoftware installationnetwork troubleshootingIT systems maintenanceproblem diagnosisdata securityWindows 10Windows 11MS 365imaging machines

Soft Skills

customer servicewritten communicationoral communicationtime managementproblem-solvingcuriosityanalytical skills