IT Support

• Serve as the first point of contact for all IT-related support requests, including troubleshooting hardware, software, password, connectivity, and printer issues.
• Provide end-user support for standard desktop configurations, email, LAN/WAN connectivity, directories, and both commercial off-the-shelf (COTS) and government off-the-shelf (GOTS) applications.
• Install, configure, and maintain personal computers, network hardware, software, and peripheral devices.
• Diagnose and resolve technical problems; escalate complex issues as necessary and recommend procedural improvements.
• Load and configure operating systems and common business applications (e.g., word processing, spreadsheet, and database tools).
• Utilize ticketing systems to track incidents and ensure timely resolution in accordance with SLAs.
• Assist with the creation and modification of Adobe Acrobat forms.
• Support deployment and management of Microsoft Teams across the user base.
• Maintain comprehensive knowledge of stand-alone and networked computing environments and related peripheral equipment.
• Provide on-site support for a DHS program in Washington, DC, Monday - Friday.

Help Desk Specialist

Audit Manager – Asset Management

IT Engineering Manager

Helpdesk Manager

Audit Support Team Lead

Help Desk Agent