Service Desk Technician (Carlisle Barracks)

Description

Our Service Desk technicians provide Tier 1/2 maintenance and support for computers and peripherals via phone, onsite and remote support. Service Desk tech’s duties include creating, editing and resolving helpdesk tickets via the Army Enterprise Service Management Platform (AESMP) Service Now ticketing system; imaging, deploying and troubleshooting Windows 11 systems and software to include MS Office 365. Support is for laptops/desktops/MS Surface Pros in a mix Dell/HP environment. Support devices on multiple government networks. Provide basic troubleshooting to printers, multi-function devices and VoIP phones.

Requirements

Essential Duties and Responsibilities:

1. Provide hardware/software support to multiple users in a WIN11/Office 365 environment

2. Install, troubleshoot, repair and maintain desktops/laptops/MS Surface Pros as well as printers/MFD’s

3. Image/Re-image desktops/laptops, maintain chain of custody for customer equipment and accurately record notes in Service Now ticketing system

4. Responsible for entering detailed notes, provide clear and timely communication with customers and resolving tickets via the Service Now system

5. Provide immediate support to VIP’s and mission critical systems throughout Carlisle Barracks

6. Provide support to multiple government network domains to include classified and unclassified systems

Other Duties and Responsibilities:

1. Trouble shoot 3rd party software applications within a secure government network

2. Assist customers with warranty support through OEM Vendors (Dell, HP, Xerox, etc)

3. Assist with the disposal of sensitive items of equipment to include sanitizing old hard drives

4. Perform other duties as assigned.

Qualifications:

1-2 years of tier level 1/2 desktop support or equivalent training and experience. Troubleshooting, customer service, and very good communication skills are required.

Certificates, Licenses, Registrations:

A+ or NET + certification REQUIRED for hire.

CompTIA Security + desired

Secret Security Clearance or higher required

Education and/or Experience:

High School Diploma

Computer Technician Course (including installation; repair)

Supervisory Responsibilities:

None

Reasoning Ability:

Ability to deal with problems involving several concrete variables in standardized situations. Ability to think and act in stressful situations, often on time constraint.

Other Skills and Abilities:

Individual should be self-motivated, creative and capable of multitasking. Knowledge of MS Azure a plus. Use of remote access tools and ability to troubleshoot with minimal guidance.

Physical Demands:

Ability to lift at least 50 lbs. unassisted and up to 150 assisted.

Work Environment:

Work location is in a standard business office setting. Some work locations will include loud noises where hearing protection is highly recommended.