Deskside Support Technician

Company: ECS Federal, LLC
Location: Silver Spring
Posted on: June 25, 2022

Job Description:

ECS is seeking a Deskside Support Technician to work in our White Oak MD - Silver Spring, MD office. Please Note: This position is contingent upon contract award.

Job Description:
Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.). Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software. Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support. Technicians document all reported problems and issues and follow standard operating procedures.

Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.

Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers. These services are provided through remote access.

Deskside Technicians provide on-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD and Rockville, MD areas, Monday through Friday, for an 8-hour shift during the hours of 6:00 am 6:00 pm local time as well as when the Governments local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations. On-call services are required between 6:01 pm 5:59 am local time Monday through Friday, weekends, and Federal Holidays.

Required Skills:

Two years of college level or vocational coursework in computer science or a closely related field
Comp TIA A+ certification
Must be able to obtain Public Trust clearance
Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification. (Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.)
1 year of Tier 1 or Tier 2 experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field
Possess excellent customer service skills
Detail oriented and possess excellent organizational skills
Excellent writing and communication skills
Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices and local and/or network printers
Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities
ServiceNow training or experience

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

Keywords: ECS Federal, LLC, Silver Spring , Deskside Support Technician, Professions , Silver Spring, Maryland