Log and brief activities weekly to the Government Task Manager and identify risks, issues, or items of interest.
Maintain workstation and laptop operational baselines and cybersecurity compliance, and provide desk-side and remote support to resolve software and hardware issues not resolved by the GSC or other Enterprise Support Teams (e.g., LAN/WAN/WLAN, software, hardware, network, administrative, and approved special projects).
Support local assets and repair, new technology acquisition, and life cycle management for IT hardware and deploy end-user system images to new workstations and laptops in accordance with approved imaging practices.
Serve as the primary point of contact for customer engagement, support end-user service requests, and monitor and triage site-assigned tickets.
Provide hardware support including but not limited to on-site touch labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals.
Support inventory and configuration management activities by maintaining accurate hardware and software records and assisting with enterprise asset management processes.
Support equipment staging, installation, testing, and integration while ensuring system configurations comply with enterprise configuration management requirements.
Support identity and desktop management activities by coordinating with the Global Service Center (GSC) to manage ticket queues, resolve Tier 2 issues, and escalate complex problems as required.
Communicate technical issues and solutions clearly to customers, providing guidance and support to ensure effective resolution of access or system issues.
Other duties as assigned.
Required Experience:
Six (6) years of experience demonstrating the required proficiency.
Required Degree:
Bachelor’s degree and/or equivalency.
Required Certification:
IAT II
CE: Professional
Required Clearance: Ability to obtain and maintain a Tier 3 security clearance
