Windows Desktop Support Technician

Edgewater Federal Solutions • Livermore, CA

2d

About The Position

Edgewater Federal Solutions is seeking a Windows Desktop Support Technician to support the IT Program at a major national laboratory. The role provides end-user support through processes for managing and delivering ITIL-conformant services. It resolves incidents, service requests, and problems associated with service failures or degradations involving hardware and software computing devices, including mobile equipment. The position also supports multi-user rooms, such as Skype rooms and classrooms, and video and collaborative technologies.

The technician supports Windows, Mac, mobile, and classified computing environments; installs, maintains, and troubleshoots computers, software, and networks; and helps users operate systems and programs. In specialized Linux and classified environments, the role reviews computer systems and hardware needs, defines requirements, configures and maintains information processing and telecommunications systems, analyzes performance, and establishes security, capacity, and continuity controls. The position also works with business segments to gather requirements, plan and deliver infrastructure projects, recommend training, and support continuous improvement and team development.

Requirements

• Associate degree in a relevant discipline plus at least five years of directly related experience demonstrating the knowledge, skills, and ability to perform the job duties.
• Ability to acquire and maintain a DOE Q-level security clearance.
• Must be a U.S. citizen.
• Good written and verbal communication skills.

Nice To Haves

• Experience with PC assembly, imaging, PC/OS testing, and installation.

Responsibilities

• Provide end-user support using ITIL-conformant service management processes.
• Resolve incidents, service requests, and problems related to hardware and software service failures or degradations, including mobile equipment.
• Support multi-user rooms, video technologies, and collaborative technologies.
• Provide support across Windows, Mac, mobile-device, and classified computing environments.
• Monitor, install, and maintain personal computers, laptops, software, and networks; respond to assistance requests and conduct on-the-spot diagnostics.
• Implement corrections and train users in the proper operation of systems and programs.
• Install and provide basic support for approved PC software, perform upgrades across computer platforms, and train office staff in computer use.
• Maintain logs and equipment-repair inventories, assist with administering computer platforms as directed, and help resolve operational problems.
• Support the LAN Administrator with server maintenance and administration.
• Review systems in specialized Linux and classified environments in terms of machine capabilities and user interfaces; prepare hardware-related reports and studies.
• Develop functional requirements and specifications for hardware acquisitions, identify problems, and ensure proposed solutions meet user requirements.
• Configure, operate, and maintain information-processing and telecommunications systems.
• Analyze performance statistics for tuning and optimization, and establish security, capacity, and business-continuity controls and documentation.
• Engage business segments to understand their environments, technical requirements, and organizational direction; collect and organize detailed user requirements.
• Define project plans and deliverables and ensure compliance with project budgets.
• Conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Recommend training plans, lead continuous-improvement activities, and coach and develop team members on technical matters.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree