Service Desk Lead/Onsite Lead

Digital Consultants, LLC•Washington, DC

7d•Onsite

About The Position

Leading with our people, Digital Consultants' mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity, we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense make working here more than a job; we are a Digital family. Digital Consultants is seeking a Hardware/Software Endpoint Support Specialist Level III to conduct and manage Tier 1 and Tier 2 Endpoint device support onsite at NRL in a model consistent with the IT Infrastructure Library (ITIL). Endpoint device support operations encompass the ability to install, deploy, upgrade, set accounts, troubleshoot, and resolve hardware and software issues related to desktop workstations, mobile workstations, networked and local printers, and other network-accessible devices. The primary responsibility of Tier 1 is to gather the customer’s information and determine the issue by analyzing the symptoms and identifying the underlying problem. Tier 2 requires more in-depth technical support responsible for assisting Tier 1 personnel in solving basic technical problems. It requires the investigation of elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. Environment: Standard workstation/mobile workstation configuration with a Defense Information Systems Agency (DISA) approved Microsoft Windows Secure Host Baseline operating system/framework, and standard cellular device configuration adhering to the policies and procedures provided by the accreditation package for the computing environment.

Requirements

Minimum of ten (10) years of specialized experience and knowledge of hardware, software, information assurance, or business analytical support. Experience must include at least two of the following areas: technical and user documentation, end-user training, network support, information assurance, or general administrative support.
Must possess good interpersonal, communication, and analytical skills.
Clearance: Secret
Must possess a final DoD-granted Tier 3 clearance (Secret) with a submitted Tier 5 (Top Secret) investigation. Candidate must obtain a final Tier 5 clearance (Top Secret) with SCI eligibility or be replaced with a Tier 5 cleared individual.
Education: High School Diploma/GED
Certifications: SEC+

Responsibilities

Set up new endpoints, mobile endpoints, and re-image surplus systems for re-issuance.
Manage incoming service requests (phone calls, live chats, tickets, and emails).
Assist users in the area of endpoint application support, system settings, drive mapping, and file restorations.
Move and track equipment and assist in equipment disposal.
Perform installation and troubleshooting on computers, printers, and other equipment/components (keyboards, mice, speakers, external hard drives).
Analyze and assess system performance in response to reports of outages and poor performance.
Collect statistics on hardware/software/system problems, security incidents, and service requests.
Escalate service requests which cannot be resolved at Tier 2 to Tier 3.
Assist with quarterly comparisons of related data sources to properly maintain 1900 IT resources.
Support the research and acquisition of new IT hardware, software, and peripheral products in support of the above tasks.