About The Role

Provide Tier 2 IT operations and end-user support for DHS environments. The resource will support daily operations, troubleshooting, installation, configuration, and maintenance of desktop hardware, software, peripherals, and related IT services.

Key Tasks & Responsibilities

Key Responsibilities

Install, configure, test, troubleshoot, and maintain workstations, laptops, peripherals, and software.
Respond to and document incidents and service requests through the ITSM tool.
Perform hardware/software troubleshooting and replacement.
Provide walk-up and on-site end-user support.
Provide after-hours, night, and weekend support as required, including during operational or emergent situations.
Maintain documentation and operational records.
Support other IT operations activities as assigned.

Education & Experience

Minimum Qualifications

Bachelor’s degree or equivalent combination of education and experience.
6 years of relevant IT experience.
Experience supporting Windows desktop/laptop environments.
Experience with hardware/software installation, configuration, troubleshooting, and maintenance.
Experience working with an IT Service Management (ITSM) tool and incident/service request management.
Knowledge of ITIL or comparable IT service management practices.
Strong customer service and communication skills.
Ability to provide on-site support within the NCR as required.
Ability to provide night, weekend, holiday, or after-hours support as needed.

Certifications

Preferred: ITIL certification and relevant technical certifications.

Security Clearance

Candidate must possess DHS Suitability background investigation or be eligible to qualify for DHS Entry of Duty background investigation followed by DHS Public Trust Clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)