Service Desk Technician
Job Location:
Job Location:
Washington, DC - USA
Monthly Salary:
$ 59000 - 81000
Monthly Salary:
Posted on:
22 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Service Desk Technician II
ROLE
We need an experienced Service Desk Technician at Federal Prison Industries (UNICOR). UNICOR provides employment and job skills training to federal inmates through the manufacture of goods and services for federal this role you will perform all duties assigned to Level I Technicians and additionally assist in creating Knowledge Base articles checklists Service Level Agreements procedures and end-user training materials collaborate with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment and evaluate user requirements and workflows to recommend appropriate information technology solutions. This is a full-time opportunity. We can offer a competitive salary and a comprehensive benefits package.
Apply today!
RESPONSIBILITIES
REQUIRED EXPERIENCE
EDUCATION
LOCATION
CLEARANCE
CLIENT
HOURS
EMPLOYMENT CLASSIFICATION
RELOCATION
COMPENSATION
West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race color creed religion gender sexual orientation ancestry national origin age marital status mental disability physical disability medical condition pregnancy political affiliation military or veteran status or any other basis prohibited by federal or state law.
Other Considerations:This position is W-2 only; no Corp-to-Corp or 1099 will not be offered. Individuals primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC copier fax telephone cell phone etc. Occasionally required to reach overhead bend and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.
ROLE
We need an experienced Service Desk Technician at Federal Prison Industries (UNICOR). UNICOR provides employment and job skills training to federal inmates through the manufacture of goods and services for federal this role you will perform all duties assigned to Level I Technicians and additionally assist in creating Knowledge Base articles checklists Service Level Agreements procedures and end-user training materials collaborate with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment and evaluate user requirements and workflows to recommend appropriate information technology solutions. This is a full-time opportunity. We can offer a competitive salary and a comprehensive benefits package.
Apply today!
RESPONSIBILITIES
- Performs account management troubleshooting of workstations including desktops laptops 10Zig zero clients and mobile thin clients hardware and software installation operating system configuration and workstation peripheral configuration and troubleshooting.
- Ensures systems remain current with approved configurations and security requirements.
- Handles requests for assistance received through the Service Desk by telephone the ServiceNow ticketing system or walk-in inquiries.
- Assesses user issues through conversation or remote access assigns appropriate priorities and dispatches or escalates support requests to Level II Technicians when necessary.
- Tracks ticket status and resolution and communicates updates or issues to both the user and the Service Desk Supervisor.
- Creates Knowledge Base articles checklists Service Level Agreements procedures and end-user training materials.
- Collaborates with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment.
- Evaluates user requirements and workflows and recommends appropriate information technology solutions.
Provides a weekly status report to the Chief Customer Support Section of tasks completed during the week and upcoming initiatives. - Participates in and completes training requirements.
REQUIRED EXPERIENCE
- Service Desk Technician Level II requires 4 years of IT Help Desk experience including Help Desk administration and User Support.
- CompTIA A certification can be used to substitute for 1 years of network experience
- Good verbal and written communication skills with the ability to independently interact with teammates managers and non-technical users.
- Experience with Microsoft Windows 11 Microsoft Server 2022 Microsoft Office M365 suite Exchange with Outlook Client Active Directory SCCM SCOM ServiceNow Help Desk System Windows Operating System Deployment (OSD) and SAP (basic knowledge of user management).
EDUCATION
- Bachelors degree in a related field - preferred
LOCATION
- Remote
CLEARANCE
- Must be able to obtain and maintain a Public Trust clearance.
- Must be a US Citizen
CLIENT
- Federal Prison Industries (UNICOR)
HOURS
- 40 hours per week
- 8 hours per day
EMPLOYMENT CLASSIFICATION
- Employment Classification Eligibility W2
RELOCATION
- Not eligible for relocation benefits
COMPENSATION
- Salary Range: $59000 - $81000
- Benefits: Benefits package includes options for health dental and vision insurance coverage
West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race color creed religion gender sexual orientation ancestry national origin age marital status mental disability physical disability medical condition pregnancy political affiliation military or veteran status or any other basis prohibited by federal or state law.
Other Considerations:This position is W-2 only; no Corp-to-Corp or 1099 will not be offered. Individuals primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC copier fax telephone cell phone etc. Occasionally required to reach overhead bend and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.
Required Experience:
Manager
About Company
As a nation-wide provider of high-tech professionals, West 4th Strategy arms federal agencies and prime contractors with empowered professionals in data analytics, cybersecurity, systems integration, infrastructure management, and program management.
