Windows Desktop Support Technician

Edgewater Federal Solutions, Inc. • Livermore, CA

3d

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 using processes for managing and delivering ITIL®-conformant services. It resolves incidents, service requests, and problems associated with failures or degradations involving hardware and software computing devices, including mobile equipment. The technician also supports multi-user rooms, such as Skype rooms and classrooms, and video and collaborative technologies.

The position provides support across Windows, Mac, mobile, and classified computing environments. Duties include maintaining and installing computers, software, and networks; supporting the LAN Administrator with server maintenance and administration; and working in specialized Linux and classified environments. The technician also gathers user requirements, develops hardware specifications and project plans, implements infrastructure solutions, analyzes system performance, and supports security, capacity, and business continuity controls. The role includes recommending training plans, leading continuous improvement, and coaching team members.

Requirements

• Associate degree in a relevant discipline and at least 5 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.
• Experience may include PC assembly, imaging, PC/OS testing, and installation.
• Good written and verbal communication skills.

Responsibilities

• Provide support across Windows, Mac, mobile-device, and classified computing environments.
• Monitor, install, and maintain personal computers, laptops, software, and networks; respond to user requests and perform diagnostic evaluations.
• 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 on computer usage.
• Maintain equipment repair logs and inventory, assist with administration of computer platforms, and help resolve operational problems.
• Support the agency’s Local Area Network Administrator with server maintenance and administration.
• Review computer systems in the Linux/classified environment in terms of machine capabilities and man-machine interfaces, and prepare hardware reports and studies.
• Develop functional requirements and specifications for hardware acquisitions, identify problems, and ensure 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 with business segments to understand their environments, technical requirements, and organizational direction, and collect and organize detailed user requirements.
• Define project plans and deliverables, ensure compliance with project budgets, and 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