Junior Help Desk Support Services Specialist

DecisionPoint is currently looking for a Junior Help Desk Support Services Specialist in support of The Department of State Office of Inspector General (OIG).

This position is on a hybrid telecommute model in Arlington, VA.

• Provide support in OIG enterprise Desktop and thin client production environment, and the completion of system enhancements, upgrades, patches, vulnerability mitigation and migrations. This support should include the use of standard processes, best practices and methodologies, and any supporting toolkits and technology necessary to create end-to-end management around "end-user" devices, software and peripherals.
• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
• Provide user support in the areas of email, directory & network services, and Windows Desktop applications; knowledgeable in Office 365, Windows 10, Teams, Adobe.
• Obtain end-user acknowledgment for completion of service request.
• Skilled in interpersonal communications aligned to receiving Help Desk support calls and responding to verbal and written queries for IT assistance users via telephone, email, walk-up, and directly from management.
• Deploy and manage Desktop hardware (including display and attached peripherals), mobile devices, and software (e.g., operating system, personal productivity, office automation software, and modal applications residing on users devices).
• Deploy and manage locally attached or network printers, storage devices, and miscellaneous government-owned peripherals.
• Support workstation devices, including Government owned locally attached computers, laptop computers, tablet PCs, monitors, docking stations, printers, scanners, network-attached copiers, CD and DVD burners, multi- functional devices (printer, scanner, fax), USB devices, mobile handset phones and devices, Air Cards, network servers supporting printing, copying, scanning functions, and other approved devices in the product catalog.
• Provide asset provisioning, configuration, deployment, tracking, warranty management, tagging, refresh, and disposal management.
• Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
• Perform physical inventory and property tracking "wall-to-wall inventory" on a biannual basis which shall include inventorying all system assets, both physical and logical. This includes validation and adjudication of inventory with 100% accuracy.
• Provide assistance in leading IT projects and provide status reports on progress.
• Assist in the deployment and management of Desktop hardware (including display and attached peripherals), mobile devices, and software (e.g., operating system, personal productivity, office automation software, and modal applications residing on users devices).
• Capable of lifting (up to 50 pounds but not limited) and moving basic computers, monitors, printers, and other IT peripherals
• Capable of working standard and off duty hours as required to support and sustain OIG IT functions.

• Active Secret Clearance Required
• High School plus advanced training, and up to 1 year of experience with:
• Trouble shooting and resolving technical software, hardware, and network problem resolution for clients;
• Using automated information systems to analyze routine situations; o supporting users by fulfilling individual requests for information and/or training in the utilization of various databases; and maintaining network diagrams and circuit records, instructs users in the use of PCs and networks, may perform basic PC, PBX, and network software programming.
• Excellent communication skills and is able to interact with other teams in the IT industry

Preferred additional qualifications are:

• Help Desk or Call Center experience
• Knowledge of IT management tools, but not limited to (active directory, iTunes, polycom, Azure)

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.