Description

Provide 24/7 hardware and technical support for approximately 1,200 global users while maintaining service level agreements.

This role is on-site.

Responsibilities

• Manage Tier 0 and Tier 1 support channels, including phone, email, chat, and walk-up service from 6 am to 6 pm, Monday through Friday.
• Troubleshoot hardware, software, and peripheral issues including desktops, laptops, VTC systems, and printers.
• Manage PKI for IC customers, including importing certificates into web browsers and handling security protocols.
• Provide White Glove service to VIPs, including SES/SFS and political appointees, ensuring professional communication and minimal hold times.
• Support account management tasks such as creation, password resets, and security group management for non-INR users.

Required Skills

• Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
• Minimum 3 years of experience in hardware support or IT service desk roles.
• Proficiency in ITIL practices, including incident, problem, and change management.
• Strong troubleshooting skills for O365, Exchange, SharePoint, and virtual desktop connections.
• Experience providing technical support via multiple channels (phone, email, chat, ticketing systems).
• Ability to manage multiple priorities in a government or military environment.
• Experience with office moves, equipment inventorying, and connectivity to IC websites across multiple classification levels.

Preferred Skills

• CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) certification.
• Experience with geospatial hardware and applications.

Key Skills

Education

Any Graduate