Deskside Support Technician (Tier II)

Job Title: Deskside Support Technician (Tier II)
Location: Washington, DC (100% On-site, 5 Days a Week)
Duration: 6 Months

Salary Range: $40.00 - $45.00/Hour on W2 (Without Benefits).
Applicants must be willing to work on W2.

Note : This position is 100% onsite at the customer location(s) in Washington, DC.
Clearance: Active Public Trust (Secret Clearance Highly Desired)

Position Overview:

• Leidos is looking for a Deskside Support Technician to support the Enterprise Standard Architecture V (ESA V) program in Washington, DC.
• ESA V is an IT Services program supporting several customers within the Department of Justice.
• The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.

Must-Haves Skills:

• Past experience providing IT (Tier II) support in a Windows office environment.
• Use of an ITSM ticketing system.
• Excellent written and verbal communication skills.
• Customer service-focused attitude.

Nice-To-Haves Skills:

• Past experience with Department of Justice components.
• Current Secret clearance.

Required Education & Experience:

• High School diploma with 5+ years of prior relevant experience.
• Current Public Trust clearance.
• Ability to maintain a Public Trust clearance.

Responsibilities:

• Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base.
• Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail.
• Installation of specialty software which is not already packaged in SCCM.
• Removal of devices from the network as directed by Security.
• Assess issues and diagnose problems with printers.
• Install printer toner.
• Work Environment.
• Office IT environment.
• Each member will work independently through a ticketing system to provide "white glove" service to staff assigned at the DOJ.
• All work for the team will be tracked in a ticketing system.
• The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff.
• Staff members are responsible for always keeping tickets up to date.
• The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools.
• Experience working on and resolving issues with this type of office IT environment is a must.

Key Expectations:

• ESA V prides itself in providing high-quality customer support.
• A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner.

The ability to:

• Prioritize work based on ticket and customer priority.
• Communicate clearly and effectively.
• Work across multiple buildings in Washington without direct supervision.
• are all critical to the success of the individuals selected for these positions.
• Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice.
• Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved.
• This "white glove" service may sometimes require after-hours support to be provided.