Who We Are:

Information Technology and Cyber Security Section of the Defense & Intelligence Solutions Division.

Objectives of this Role:

• Detail-oriented, have outstanding communication skills, both written and verbal.
• Excellent at multi-tasking and problem-solving. Able to follow written and verbal instructions.
• Work independently in the absence of specific instructions on a number of tasks with a high degree of accuracy.
• Excellent organizational skills required. Must be able to work under pressure and time constraints.
• Familiarity with Computer Help Desk functions and software license tracking a plus.
• Current security clearance preferred.
• Occasional overtime on short notice may be required. Hands on configuration and troubleshooting experience in Linux, and Windows 10/11.

Daily and Monthly Responsibilities:

• Main point of contact for division staff members to receive support and maintenance of their office computing environment.
• Coordinating and answering Help Desk Calls/Tickets from Division staff and where necessary bring in other IT Technical staff.
• Researching, configuring, installing, updating, diagnosing, repairing, maintaining, and documenting all PC hardware, equipment, network connectivity, and software to ensure optimal workstation performance.
• Work directly with Division staff to to troubleshoot problem areas, answer inquiries regarding computer software and hardware operation in a timely and accurate fashion and provide other computer related end-user assistance where required.
• Maintaining IT Section administrative documentation in hard copy and/ or electronic formats, assisting IT Section with data entry and data updates on software and hardware tracking databases.
• Compiling and preparing various reports and documents for management.
• Tracking and maintaining software maintenance/support agreements, interaction with software and hardware vendors and support services for problem or issue resolution.

Requirements:

• Requires a high school diploma or equivalent.
• An Associates degree is preferred or equivalent experience in one of the following fields: Computer Systems Management, Information Technology, Information Systems, Technology Administration, Computer Support Specialist, or IT Helpdesk.
• 1+ years: Helpdesk or IT Support of End user computing environments to include desktop, laptop, mobile, and cloud environments. Basic Network understanding and troubleshooting skills. Hardware and software installation and troubleshooting. Remote access support and troubleshooting.
• A valid/clear driver's license is required.