Position Title: Desktop Support Technician

Team Cognitive is seeking a Desktop Support Technician to provide onsite support for the VA T4NG Veterans Benefits Administration (VBA) Microsoft (MS) Exchange and Desktop Support contract.

Position Summary

This Desktop Support Technician position will be a part of a team providing Tier II services and support a full range of functions performed by the VBACO Desktop Support of both internal VA and remote VA customers. This will encompass Microsoft Exchange/Office Automation Technical Support, Microsoft Exchange/Office Automation Operational Support, Account Administration and Management, and Desk-side Support for an estimated 4,800 devices. This position will include supporting the full suite of Microsoft 365 applications, performing standard network setup at the users’ level, and providing direct Tier II desk side support and training to users.

Duties:

• Provide routine IT customer support in administrative and technical areas, including user administration and directory rights.
• Maintain working knowledge of policy documentation
• Provide support remotely in various field offices.
• Provide conference room equipment setup and support as needed.
• Assist IT, specialists with system problems, troubleshooting, and resolution determination.
• Install various software patches/updates as needed.
• Provide support for the equipment maintenance program and assist with product research, documentation, and recommendations where necessary.
• Troubleshoot basic IT services as needed.
• Daily use of Helpdesk ticketing system.
• Perform system backups/restores.
• Responsible for aiding in own self-development by being available and receptive to all training made available
• Plan daily activities with the guidelines of company policy, job description, and supervisor’s instruction to maximize personal output.
• Accomplish goals through the organization, positive oral/written communication skills, leadership abilities, reliability/dependability, flexibility, and ownership/accountability of actions taken.

Requirements:

• Bachelors Degree
• 4-6 years of practical work experience providing general IT support / Help Desk Tiers 2.
• This contract requires coverage from 6 am ET to 6 pm ET; candidates need to be able to work any 8.5 hours between this timeframe.
• Must be willing to be onsite five days per week at 1800 G Street NW, Washington DC
• Must be able to obtain a VA Public Trust Security Clearance
• 5 years supporting PCs
• Ability to diagnose and resolve technical and end-user problems in a customer service-oriented team environment.
• Experience installing and maintaining applications and associated hardware and peripherals; assisting users with IT procedures, system setup, and network troubleshooting.
• Experience with Active directory creating computer accounts and user accounts, moving devices to different Object Units, and resetting/unlocking users’ accounts.
• Excellent troubleshooting and problem-resolution skills for federal government client(s) strongly preferred.
• Proficient with Windows10, Office 365 suite, and Adobe software.
• Ability to work independently with minimal direction providing technical and non-technical support to multiple users.
• Capable of working under pressure and handling multiple tasks simultaneously.
• Must have excellent communication skills and highly professional customer service skills.