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Desktop Support Engineer, Junior
Under direct supervision the Desktop Support Engineer, Junior's role is to provide a single point of contact for end users to receive support and maintenance within the Network Enterprise Center, National Capital Region (NEC-Client) desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment (including but not limited to PCs, laptops, printers, scanners and BlackBerries) to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end user assistance where required.
Skills and Qualifications:
• Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 OS, Office 2007 and other authorized desktop applications and peripheral equipment.
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties.
• Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network.
• Escalate the issue/problem to proper Tier 2 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral.
• Develop trends by monitoring and analyzing incoming calls, problems and support requests.
• Troubleshoot hardware and application-support queries and issues reported to the service desk.
• Provide user data and application recovery.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Use approved tools and methodologies to image, copy and configure systems for deployment.
• Familiarize and train end users on basic software, hardware, and peripheral device operation.
• Take ownership and responsibility of queries, issues, and problems (tickets) assigned.
• Escalate issues and involve experts wherever required in order to achieve resolution as needed.
• Operate within and enforce the rigorous application of Army Information Security/Information Assurance policies, principles, and practices in the delivery of customer support services.
• Correctly record work requests using the Remedy Ticketing system.
• Develop a sound understanding of Information Technology (IT) operations and related applications and IT systems as well as business-related processes and procedures.
• Maintain adequate knowledge of approved operating systems and application software used to provide a high level of support.
• Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices and procedures.
Experience and Knowledge:
• Technical knowledge of PCs and desktop hardware
• Working knowledge of current protocols, operating systems and standards
• Operate tools, components and peripheral accessories
• Software and hardware troubleshooting
• Windows 7 operation and troubleshooting
• Microsoft Office 2007, Office 2010 support
• TCP/IP fundamentals
• Working knowledge of AD, Exchange 2007/2010 and remote control tools
• Planning and organizing skills
• Function effectively in a team environment with both technical and non-technical team members
• Manage time effectively, set priorities appropriately, schedule calls
• Maintain professional demeanor under stress
• Operate within customer standard operating procedures
• Attention to Detail - Demonstrates thoroughness and contentious attention to detail.
• Customer Service - Works with clients and customers to assess their requirements, provide information or assistance, explains the scope of available products and services; is committed to quality deliverables.
• Oral Communication - Expresses information effectively, listens to others, attends to nonverbal cues, and responds professionally.
• Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations and resolve issues.
Education and Experience:
• High-school diploma or educational equivalent required; diploma from a technical or vocational school or have acquired equivalent military/DoD training. Associates Degree in Computer Science, Information Assurance, Information Systems, or other related scientific or technical discipline is preferred. Work experience or industry certifications demonstrating technical proficiency may be substituted for education requirements.
• Must have one (1) to three (3) years of experience providing IT implementation, troubleshooting, and maintenance support. Entry-level skills in Service Desk operations.
Candidate must possess the following certifications in order to meet the DoD Level I Information Assurance (IA) Requirement:
Applicant must have and maintain at least one of the following Information Assurance (IA) certifications prior to beginning employment:
• CompTIA Security+ ce
• Higher certifications that meet IAT II and IAT III requirements are also acceptable. (Must be approved and verified by management.)
Applicant must also have the following Computing Environment (CE) certifications within 90 days from his/her start date:
• MCSA: Microsoft Certified Solutions Associate – MCSA Windows 7
• Manual dexterity – 80% to 100% of the time
• Lifting up to 25 pounds –5% of the time
• Carrying up to 25 pounds –5% of the time
• Reaching – 25% of the time
• Standing – 25% of the time
• Sitting – 50% of the time
• Walking – 25% of the time
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is required to walk; use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Telesis maintains a policy of non-discrimination for all employees and applicants in every facet of the company’s operations. In compliance with federal and state laws, Telesis hires, trains, and promotes all qualified employees without unlawful discrimination on the basis of race, color, religion, gender, national origin, age, marital status, disability, and any other legally protected status.