Deskside Support Technician

  • location: Washington, DC
  • type: Contract
  • salary: $22.15 - $23.07 per hour
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job description

Deskside Support Technician

job summary:
The Departmental Information Technology Coordinator will serve as the primary support resource for all technical IT matters under his/her purview in Washington, DC. The ITC will provide ongoing support for his/her respective department and any visiting staff from Offices who are working with the same department.

This position requires a customer service mentality, attention to detail and excellent written and verbal communication skills

 
location: Washington, Washington, D.C.
job type: Contract
salary: $22.15 - 23.07 per hour
work hours: 8am to 6pm
education: Bachelors
 
responsibilities:
Be the primary point of contact on all matters related to hardware, software, and communications support for the department

- Work closely with other IT support elements (such as IT Client Services, IT Service Desk, and Mobile Kiosk)

- Assist in the decision making/planning process of IT needs at the beginning/end of each fiscal year

- Order standard IT equipment for the department and see to the disposal of retired equipment

- Maintain a proper inventory of all IT related equipment and software, which is reported on a quarterly basis

- Participate in the evaluation and piloting of new products and services (both hardware and software)

- Identify and propose IT applications that support the Department's work and assist in the development and implementation of the application

- Provide IT training for staff members, particularly for newly hired staff

- Administer Client information security standards, including requesting IT accounts (Notes and Windows), SecurIDs, and remote connectivity accounts (as applicable)

- Coordinate with Telecom Service unit to set up, transfer, and discontinue voice and data communication for the staff in the office and at home for Business Continuity designees

Required Skills/Abilities:

- Excellent communication skills

- Ability to guide a team of IT members to achieve results

 
qualifications:
Educational and Technical Qualifications:

- Education: Bachelor's degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field

- Role Specific Experience: 2+ years of experience in a technical environment or in the area of customer support in a technology environment similar to Client

- Hands-on experience with resolving common problems in the area of Computer Hardware, Notes EM systems, Remote Access, and Network communications

Certification Requirements:

- Industry certifications such as A+.MCP , CLA, ITIL Foundation, etc. (preferred)

 
skills: - Provide expertise on all Client Standard Software and Corporate applications

- Follow up on all fixes and repairs on IT products in the department

- Setup video-conference, audio-visual equipment, and other electronic devices for presentations or conferences

- Prepare laptop PCs for travel

- Train laptop users in remote access systems, such as SSL VPN, Fiberlink, and Webmail and Notes replication

- Disseminate IT information to departmental staff

- Assist in departmental moves of IT hardware and communications

- Attend expert training when required and maintain a working knowledge of the IT trends in the business relevant to supporting the IT standards

- Adhere, advise, and enforce the technology standard requirements and procedures

  • asist staff in procurement of cell phones and Blackberry devices
- Ensure that the integrity and security of Systems are not compromised from within or outside the corporation

- Collect feedback on IT services from clients, utilizing surveys and 'Expos'

- Use the 'Remedy' call tracking system to track work and analyze reports to identify problem areas and training opportunities

- Assist staff in use of scanners, digital senders, and Bloomberg terminals (as applicable)

- Monitor voice and data communication usage charges for the department (if applicable)

- Assist the budget analyst in preparing requisitions for procuring hardware and software for department use

- Administer space usage, both with corporate shared network drives and Notes email archive

- Serve as the Department's Software Asset Management (SAM) Custodian, with the following responsibilities:

o Ensure compliance with SAM Policy, and SAM Process and Procedure Manual

o Proactively manage their software asset base throughout the entire software asset management lifecycle, supporting software assets analysis and reporting required by Business Software Asset Manager for respective Dept/Unit/VPU(s)

o Act as control point for software asset tracking

o Keep up to date records for all software assets owned by respective Dept/Unit/VPU

o Conduct periodic inventories of all software assets owned by respective Dept/Unit/VPU

o Ensure the careful use and safekeeping of all software assets owned by respective Dept/Unit/VPU

o Assign software assets to individual staff and ensuring prompt reclamation upon staff departure in line with SAM Policy, and SAM

o Process and Procedure Manual

o Ensure all assets are inventoried in a timely fashion and that the results of the inventory are promptly entered in the Definitive

o Software Library, License Database, and Software Catalog

o Follow established inventory process, as described in the SAM Process and Procedure Manual

o Ensure that all desktop application and network support are performed

o Be responsible for: issues concerning the maintenance and implementation of IT standards, knowledge sharing, coordination with departmental training


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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