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    Help Desk Support Specialist - Pasco, United States - ABBTECH Professional Resources

    ABBTECH Professional Resources
    ABBTECH Professional Resources Pasco, United States

    3 weeks ago

    Abbtech Professional Resources background
    Description
    This program requires US Citizenship

    Our client is looking for a Deskside Support Technician to support the Enterprise Standard Architecture V (ESA V) program, in Washington, DC.

    ESA V is an IT Services program supporting several customers within the Department of Justice.

    The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.


    Location:
    This position will be 100% onsite at the customer location(s) in Washington, DC


    Clearance:
    Public Trust security clearance required (Secret Clearance highly desired)

    The types of work a candidate for these positions should expect to perform include but aren't limited to the following:
    Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base
    Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail
    Installation of specialty software which is not already packaged in SCCM
    Removal of devices from the network as directed by Security
    Assess issues and diagnose problems with printers
    Install printer toner

    ESA V prides itself in providing high-quality customer support.

    A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner.

    As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions.

    Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice.

    Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved.

    This 'white glove' service may sometimes require after-hours support to be provided.

    If this sounds like the kind of environment where you can thrive, keep reading

    All work for the team will be tracked in a ticketing system.

    The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff.

    Staff members are responsible for keeping tickets up to date at all times.

    The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools.

    Experience working on and resolving issues with this type of office IT environment, is a must


    Required Education & Experience:
    High School diploma with 5+ years of prior relevant experience
    Customer service-focused attitude
    Current Public Trust clearance
    Ability to maintain a Public Trust clearance
    Past experience providing IT (Tier II) support in a Windows office environment
    Excellent written and verbal communication skills
    Use of an ITSM ticketing system


    Desired Requirements:
    Past experience with Department of Justice components
    Current Secret clearance

    ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
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