Job Description
Daily Responsibilities:
- Maintain workstation and laptop operational baselines and cybersecurity compliance, and provide desk-side and remote support to resolve software and hardware issues not resolved by the GSC or other Enterprise Support Teams (e.g., LAN/WAN/WLAN, software, hardware, network, administrative, and approved special projects).
- Support local assets, new technology acquisition, and life cycle management for IT hardware and deploy end-user system images to new workstations and laptops in accordance with approved imaging practices.
- Serve as the primary point of contact for customer engagement, support end-user service requests, and monitor and triage site-assigned ticket
- Provide hardware support including but not limited to on-site touch labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals.
- Support inventory and configuration management activities by maintaining accurate hardware and software records and assisting with enterprise asset management processes.
- Assist with configuration baseline management and documentation to ensure system components, interfaces, and revisions are properly tracked throughout the lifecycle.
- Support equipment staging, installation, testing, and integration while ensuring system configurations comply with enterprise configuration management requirements.
- Support identity and desktop management activities by coordinating with the Global Service Center (GSC) to manage ticket queues, resolve Tier 2 issues, and escalate complex problems as required.
- Communicate technical issues and solutions clearly to customers, providing guidance and support to ensure effective resolution of access or system issues.
- Other duties as assigned.
Required Experience: Four (4) years of experience demonstrating the required proficiency.
Required Degree: Bachelor's degree and/or equivalency.
Required Certifications:
- IAT II
- CE: Associate Level
Required Clearance: Ability to obtain and maintain a Tier 3 security clearance