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Desktop Support/Service Desk Technician, System Administrator , Network Administrator
Ref No.: 17-00864
Location: Washington, District of Columbia
Client name UNICOR Federal Prison Industries, Inc.
Location: 320 First Street, NW 7th  Floor Washington, DC 20534
Duration: 1 Year

POSITIONS DESCRIPTIONS: Desktop Support/Service Desk Technician:
The Service Desk Technician at Level I and II is primarily responsible for any issues related to user workstations (i.e. Desktop, Laptop, Thin Clients and Mobile Thin Clients). The responsibilities include,
but are not limited to, account management, trouble-shooting workstations, installing hardware and software, configuring workstation operating systems, ensuring that workstations are up-to-date with current configurations and security regulations, and configuring and trouble-shooting workstation peripherals. The Service Desk Technician is also responsible for handling requests for assistance that come through the Service Desk by telephone, Heat ticketing system or walk-in. These responsibilities include assessing the requestor's problem through conversation and/or accessing their system remotely, assigning priorities and dispatching or escalating support calls to Tier II Technicians as required. The Service Desk also determines and tracks ticket status and resolution, and communicates problem ticket issues to both the user and the Service Desk Supervisor.
The Service Desk Technician Level II performs the duties listed above and in addition assists in creating Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training.
Level II Technicians collaborate with development staff to recreate problems in the test environment and operations staff for configuration management via Windows Operating System Deployment. Level II
Technicians also evaluate user requirements and processes and recommend appropriate IT solutions.
The System Administrator is a member of the team responsible for Information Technology infrastructure systems based on a Microsoft Windows Environment. The responsibilities include, but are not limited to, account management, trouble-shooting workstations and servers (virtual and physical), installing hardware and software, configuring operating systems, patch and vu lnerability management and configuring and trouble-shooting workstation peripherals. Travel to remote locations required.
Junior Network Administrator is a member of the team responsible for creating networks and keeping them running efficiently. The Junior Network Administrator ensures that all computers and other devices connected to networks --like routers, hubs and switches -- are operating correctly. At the direction of the Lead Network Administrator, the Junior Network Administrator responds when the system breaks down or operates slowly to identify and when able correct the problem.
Professional certification: CompTia A+, CompTia Network +, Cisco CCNA, Microsoft Certified Professional (MCP) and Microsoft Certified Systems Administrator (MCSA) certifications desired. Thorough understanding of the following areas through a combination of Education and Work
Help Desk Administration, User Support, Networking and Infrastructure, Computer Systems Analysis and Design, Computer Hardware and Software, Business and Management Information Systems practices and principals.
Experience with Microsoft Windows 7, Microsoft Office 2010 Professional Suite, Exchange with Outlook Client, Active Directory, System Center Configuration Manager (SCCM), System Center
Operations Manager (SCOM), HEAT Help Desk System, Internet Explorer 8 or higher, Windows Operating System Deployment (OSD), SAP (basic knowledge of user management), Cisco VPN Access
  • Must be able to obtain and maintain a government security clearance.