Computer Support Specialist - Journeyman

Bering Straits Native Corporation-posted 4 months ago
Full-time
Boyers, PA
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Bering Straits Professional Services (BSPS), a company within the BSNC family is currently seeking a qualified Tier II Helpdesk/Technical Support Specialist for a contract in Boyers, PA. The Computer Support Specialist - Journeyman will work with our government client at their service desk. This is a full-time position in which the ideal candidate will work with other Helpdesk team members to provide customer support to the government user community. The Service Desk provides on-site support for OPM's enterprise IT environment, including all user endpoints and associated business productivity devices. Support shall be available on-site from 6:00 AM to 5:00 PM, five (5) days per week and the ideal candidate will work on a shift that supports this. To deliver these services, the contractor shall provide on-site technical support services under the direction and oversight of the client. All Service Desk operations shall be subject to Government review, guidance, and final approval. The Government retains the authority to prioritize incidents, escalate service requests, assign tasks, and redirect contractor personnel as needed.

  • Serve as the initial point of contact for all IT service requests, either resolving the request or coordinating the response with other third-party providers or designated OPM staff.
  • Identify, analyze, and resolve hardware and software-related issues, including password resets, troubleshooting, fault isolation, problem management, hardware/software evaluation, testing, installation, root cause analysis, and hardware maintenance.
  • Provide Desktop Support services to the government user community.
  • Respond to IT incidents and requests that have been assigned.
  • Interface with and create tickets for customers while working directly with them in an office environment or over the phone.
  • Maintain work logs in a clear and professional manner.
  • Manage customer relationships from reported incident through resolution.
  • Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
  • Assist in developing and implementing permanent resolutions to reoccurring problems.
  • Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
  • Deploy hardware and software.
  • Escalate tickets to Tier 3 Technicians/Support Groups in the event that an incident or request cannot be resolved at the Tier 2 level.
  • Assist in the asset management process.
  • Create and/or revise Standard Operating Procedures (SOP).
  • Adhere to all client policies and procedures.
  • Assist with evaluating/testing/recommending new technologies for the agency.
  • Provide support to Tier 1 queues per Surge Plan Procedures.
  • 2-3 years' experience in technical Help Desk environment.
  • 2-3 years' experience working within an Active Directory environment.
  • 2-3 years' experience in troubleshooting issues with a modern Windows operating system.
  • 2-3 years' experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project).
  • 2-3 years' experience with Internet Explorer, VPN, 2 Factor Authentication.
  • Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and/or documentation is desirable.
  • Experience with hardware components such as hard drives, power supplies, and motherboards.
  • Ability to support Lenovo customer equipment, MS Windows 7 or 10, MS Office 2010 or higher, standalone, networked and Multi-Functional Device printers, Cisco telephones, smartphones (iPhone and Android), remote access technology including DirectAccess, VMWare, VPN, etc., and AirWatch or equivalent mobile device management.
  • Experience maintaining inventory of hardware and communicating with upper management when needed.
  • Experience performing inventory exercises/audits.
  • Experience in tracking assets through their lifespan.
  • Ability to provide event Support (A/V, Skype, Recording).
  • Experience in providing technical support and onsite assistance for events.
  • Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client.
  • Experience resolving issues for mission-critical staff members (VIPs).
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