Service Desk Technician

Company: cFocus Software Incorporated
Location: Silver Spring
Posted on: February 23, 2021

Job Description:

cFocus Software seeks a Service Desk Technician in Silver Spring, MD for a 2 year contract (from 2) with NOAA.

Required Qualifications Include:

• Working knowledge of Windows 10, MS Office 2016, Mac OS, and Google Apps
• 3+ years of IT experience and service desk experience (Service Desk Manager: Minimum 3 years)
• Provide exceptional customer service
  Desired Qualifications Include:
  
  
  • NOAA Experience
  • Network+ and A+ is highly desired
  • Understanding of ITIL Foundations and Security+ would be helpful
  • Completed NOAA Background Investigation
  • Associate's Degree or equivalent
  • Help Desk Institute (HDI) certification, especially for Service Desk Management
  • Jira Service Desk or similar ticketing system
    Responsibilities Include:
    
    
    • Provides support to end users on a variety of issues.
    • Identifies, researches, and resolves technical problems.
    • Responds to telephone calls, email and personnel requests for technical support.
    • Escalates issues to the appropriate level and specialists.
    • Documents, tracks and monitors incidents and problems in an automated ticketing/service management system to ensure timely resolution.
    • Familiar with a variety of the field's concepts, practices, and procedures.
    • Relies on experience and judgment to plan and accomplish goals.
    • Responsible for the full lifecycle management, security and health of end-user related Government Furnished Equipment (GFE)
    • Shall have a broad range of IT experience and knowledge, be able to perform IT administration duties for any covered location and possess excellent customer support skills.
    • Understand and troubleshoot all systems under Service Desk management, especially the workstation image, operating systems and installed software.
    • Understand service management framework and operation of ticketing system and employ best service practices.
    • Log all user requests in the ticketing system.
    • Provide customers and customer systems timely and accurate service, support, maintenance, and troubleshooting.
    • Analyze, diagnose and resolve a daily mixture of simple and complex GFE equipment and service-related problems.
    • Recommend and implement corrective solutions, including off-site repair for remote users and performance upgrades to hardware.
    • Perform hardware moves, requests, and modifications using established property management processes.
    • Standing desk assembly and removal.
    • Perform and post morning (opening) and evening (closing) audits and checklists.
    • Maintain and manage a pool of loaner laptops; follow established procedures for providing loaners to customers.
    • Backup, restore and activate new Government Smart Phone and tablet devices, using NOAA's mobile asset management software.
    • Test software packages developed by the infrastructure operations staff and provide feedback and analysis. Install, upgrade, and maintain network and (limited) desktop printers and other peripherals.
    • Support established IMO, NOAA, and Federal property processes for receiving equipment, provisioning equipment, issuing hand receipts and property pass, maintaining inventory database/tool, sanitizing and excessing equipment.
    • Follow established procedures to complete removal and overwriting of data from equipment, and complete the excess of surplus and out of date equipment.
    • Track equipment moves; support the annual inventory wall-to-wall process.
    • Provide end user support and training.
    • Enforce and follow IT/security policy through the use of defined processes and standard operating procedures
      At cFocus Software, we take good care of our employees!! We offer a generous benefits package including:
      
      
      • 3 weeks of paid leave
      • 401(k) with 4% employer match
      • Medical/Dental/Vision insurance coverage
      • Life/Long Term/Short Term Disability Insurance
      • Annual training
      • Spot bonuses, generous Xmas party gifts
        In response to COVID-19: Please note we are actively hiring during this time. We are able to offer a virtual interview process to ensure potential candidates will remain safe.
        
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Keywords: cFocus Software Incorporated, Silver Spring , Service Desk Technician, Professions , Silver Spring, Maryland