End-User Support
- Provide end user support services for hardware and software.
- Implement Tier 0 self-service capability for user password resets, frequently asked questions (FAQs), and web-based entry for other requests and incidents.
- Process request, incidents, and problems per defined Service Level Agreements (SLAs).
- Provide support for technology enhancements.
- Manage, monitor, track, and resolve all support request tickets and provide daily updates.
- Provide a service desk call center support from 0600 – 1800 Monday – Friday.
- Serve as the Tier 1 and Tier 2 point of contact for the Commission’s users’ IT needs via phone, email, and walk-up.
- Maintain a searchable knowledge base of support information.
- Maintain a service catalog and self-service software request system.
- Provide user support via remote connectivity.
- Provide basic incident evaluation, fault isolation, analysis, and troubleshooting, and resolution of issues, or escalate if required.
- Develop All Hands communications for network services status, planned outages, etc,
- Provide file access management and restore of lost or damaged files.
- Create and maintain standard operating procedures (SOPs) for end users and end user support.
- Experience in desktop application management, programming languages, common operating systems, software proficiency, technical writing, and data analysis.
- Maintain the asset inventory database, perform automated and manual audits.
- Provide hardware and software inventory management.
- Provide full account lifecycle management using Microsoft Active Directory Domain Services.
- Ensure user and computer account attributes and directory information is up to date.
- Ensure stock of imagined devices are ready for rapid deployment.
- Maintain a standard workstation baseline configuration image per approved USITC secure configuration standards.
- Ensure workstation deployments follow a defined checklist prior to production deployment ensuring systems are fully patched, anti-virus software and System Center Configuration Manager (SCCM) software are installed.
- Use remote diagnosis and tools to resolve incidents.
- Provide technical support for client endpoints: incident analysis, fault isolation troubleshooting, and remedial/restoration actions after escalation to resolve tickets.
- Maintain and enforce a software whitelist containing approved software titles and versions.
- Resolve basic issues to printers, copiers, faxes, and multifunction devices.
- Coordinate with external contractors for assets under warranty.
- Perform software installations using automated remote deployment mechanisms.
- Provide software/application training as needed.
- Provide support for Mobile Device Management (MDM) software.
- Provide support for Unified Communications as a Service (UCaaS) devices.
- Subscribe to and monitor for patch releases for all items on the software whitelist.
- Provide vulnerability resolution and remediation services for the operating system and applications installed on client endpoint devices.
- Provide Microsoft desktop whitelisting support for all USITC software.
- Maintain approved software for desktops, ticketing solution, printers.
- Ensure software is patched to current levels before deployment.
- Provide virus scanning and remediation services for client endpoints.
- Ensure endpoint devices and network printers are fully patched and that anti-virus software is up to date.
REQUIRED QUALIFICATIONS
- 4+ years of experience in a Tier 2 or equivalent technical support role.
- Proficient in using ServiceNow for incident and problem management.
- Strong analytical and critical thinking skills
- Excellent verbal and written communication skills
- High school diploma
- Proficiency with word processing, spreadsheets, databases, and other Office Suite applications
- US Citizen
- Active Secret Clearance
- Preferred:
- ITIL Foundation knowledge (certification preferred).
- Experience with automated patch management tools.
- Basic scripting or programming skills.
- Technical certification, or HDI Certification
We offer our full-time employees a competitive benefits package to includes health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays.
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The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.
Additional Job Information:
- Establish Focus
- Change Management
- Develop Others
- Oral Communication
- Written Communication
- Interpersonal Awareness
- Build Relationships
- Analytical Thinking
- Conceptual Thinking
- Strategic Thinking
- Technical Expertise
- Initiative
- Foster Innovation
- Results Oriented
- Teamwork
- Customer Service
- Location: Washington, DC with occassional travel required to Sterling, VA
- Type of environment: Office
- Noise level: Low - Medium
- Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: Less than 10%
WORK AUTHORIZATION/SECURITY CLEARANCE
OTHER DUTIES
EQUAL EMPLOYMENT OPPORTUNITY