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Desk-side Support Technician - Washington, DC
Job Code - JC1310 Job Location - Washington,US
Division - Information Technology Security Clearance -
Skills -

Founded in 1989, CALNET, Inc. is a privately held company in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA and with a branch office in San Diego, CALNET employees deliver true value to our customers by employing best practices, world class technologies industry expertise in every project. CALNET is an ISO 9001, ISO 20000, CMMI-Level III and ISO 27001:2013 certified. 

 

We are currently searching for talented, professional “Desk-side Support Technician” in Washington, DC.

 

Description

This is a full-time position for which we are seeking highly motivated, innovative professionals to provide excellent customer service solutions. The Desk-side Support Technician will work in a team environment to assist in supporting our Federal Government customers. Desk-side Support service encompasses receiving escalations from the Service Desk via phone calls, emails, chat, instant messaging, and texts. These individuals will be in a very mobile role which may require some local travel to provide hands-on computer-related support. The Desk-side Support Technician will also be documenting incident and problem tickets within the IVANTI/LANDESK ITSM system. The successful candidate will have:

·         Technical aptitude and experience in providing “hands-on” computer/hardware, desktop, software, and overall COTS-related technical support as required.

·         Must have good working knowledge on how to image and set up new machines with Windows OS, including installation and configuration of different applications, software, and COTS products.

·         Must have proficient skills in troubleshooting and fixing network/local printers, network issues, peripheral devices, and VTC-related equipment.

·         Must be able to check end user client system availability on a daily status.

·         Experience working with ITSM ticketing systems with at a minimum foundation understanding of ITIL processes.

·         Capable of documenting and triaging requests; solving or escalating the requests as needed per customer approved operating procedures.

·         Ability to track request status and providing routine progress updates to the customer; and following up with customer on the resolution of ticket for completeness/quality and satisfaction.

·         Capable of meeting and exceeding Service Level Agreements (SLAs) as required per customer requirements.

·         2 – 5+ years working experience in an Enterprise Help Desk environment supporting Federal Government customers (including in-person tech dispatch experience).

·         Familiarity with government security and accessibility guidelines

 

Required Qualifications:

·         High School diploma or 5 years applicable experience

·         IT/Customer service experience (good people skills) in an Enterprise Help Desk environment with SLA requirements

·         Technically proficient and experienced in providing IT support

·         ITIL Foundation (current)

·         CompTIA A+ (current)

·         Must either have or can obtain Level 6 Public Trust security clearance

 

Preferred Qualifications:

·         Microsoft Certified Professional (MCP, MCSA, MCSE)

·         HDI Certifications

·         Experience with IVANTI/LANDESK ITSM and Endpoint Manager 2017

 

This opportunity is in Washington, DC. To be considered for this opportunity, please send a word copy of your resume to helena@calnet.com.   Applicant must be a U.S Citizen and be able to get a Public Trust Clearance.

CALNET, Inc. offers a competitive salary and a generous benefits package.  This package includes medical, dental, vision, life, short and long term disability insurances, a 401(k)-retirement savings plan, and generous leave time.

CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V

www.CALNET.com

 

 



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