Desktop Support Technician (Laptops on Foreign Travel)

Edgewater Federal Solutions, Inc.•Albuquerque, NM

3h•Onsite

About The Position

Edgewater Federal Solutions is seeking a Desktop Support Technician Laptops on Foreign Travel (LOFT). You will provide support configuring, imaging, tracking, and maintaining machines (laptops, mobile devices) issued to MOWs traveling and performing work. You will also coordinate requirements with Cyber and International Hand Carry requirements.

Requirements

High School Degree and at least one year of related work experience that demonstrates the knowledge, skills, and ability to perform the duties.
Related experience may be substituted for relevant education and vice versa.
Must be able to obtain and maintain a US Department of Energy Clearance
U.S. Citizenship is required
Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
6 months of customer help desk experience
Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
Ability to type 35 WPM

Nice To Haves

Experience in the current customer environment
Associated Degree or Bachelor's degree in information technology, or related discipline
Experience with ServiceNow
Experience with KCS methodology
Any additional requirements determined by the Service Manager
Ability to type 50+ WPM

Responsibilities

Images, troubleshoots, and supports Windows and Mac laptops
Sets up and maintains mobile equipment (iPhones, iPads, MiFi’s)
Prepares hardware for foreign travelers by installing requested software, updating security software and device management policies, and interfacing with Microsoft Intune and the Verizon My Business portal.
Trains MOWS on best practices and interfaces available while on foreign travel such as Desktop as a Service, WebMail, Reverse Proxy, YubiKeys/Crypto Cards, BitLocker
Collaborates with Import Export control, providing software inventories of devices on foreign travel.
Assists MOWS via telephone, email, or in person with questions, problems and requests regarding Laptops and Mobile Devices on foreign travel.
Tracks loaner devices and foreign traveler trips.
Utilizes Microsoft Deployment Toolkit for device imaging.
Assist customers with phone setup and use, including Authenticator, Comp Portal, Outlook, Microsoft Defender
Address questions and educate clients about security and travel protocol and OS/Software updates
Ensure clear and thorough documentation
Track equipment diligently