Desktop Technician I

Welcome to a career at InfoSpekta, where we’re dedicated to providing impactful solutions to the intricate challenges faced by Federal Government agencies. As a leading certified Woman-Owned Small Business (WOSB), we specialize in Financial, Budget, Procurement, Grant Management, and Information Technology (IT) Support Services. At InfoSpekta, we recognize the pivotal role of technology in today’s organizations. Our approach is centered on aligning technology solutions with our clients’ strategic goals, ensuring that technology serves as a powerful tool to drive their success.

If you’re passionate about making a difference and thrive in a dynamic environment where innovation meets excellence, explore our current job openings to join our team of dedicated professionals. Discover how you can contribute to our mission of empowering government agencies to achieve their objectives effectively and efficiently.

Job ID 32-2012 – Desktop Technician I

InfoSpekta is actively searching for a talented Desktop Technician to provide level 1 and desk-side support for devices including desktops, laptops, printers, scanners, and mobile devices. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for an exposure to a variety of tools and learning opportunities. You must to be able to interact with senior executives frequently and with ease. You will transition from quick break/fix tasks to long term projects frequently, displaying advanced problem-solving skills and creating novel solutions.

The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop/desktop hardware, workstation imaging, videoconference hardware/software, MS Office/Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.

Responsibilities

IT Service Desk Tier 1 Support Services
Tier 1 Support is responsible for logging and initial triage involving providing initial assessments, resolving, and escalating issues within agreed-upon SLAs.

  • Perform basic technical trouble shooting to resolve common hardware, software, and network issues and escalates to Tier 2 support for complex problems when necessary.
  • Assist with account management tasks including account creation, password resets, access permissions, and maintaining detailed records.
  • Build and deploy equipment to customers (i.e. Laptops, Desktops, Mobile devices, printers, video conferencing solutions, peripherals, office phones, etc.) All build/deploy tasks occur in the office. Team members must have the physical capability to lift and carry equipment weighing about 30 pounds when needed.
  • Deliverable: Update ServiceNow records on a daily basis with detailed descriptions of all activities performed.

Qualifications

  • 5+ years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support
  • Familiarity with both Windows PCs and MacOS X workstations
  • Proven work experience as a desktop support engineer or support technician.
  • Active Directory Management experience
  • Excellent written and verbal communication skills to effectively communicate in person, via phone, and via email
  • Proven ability to troubleshoot and solve technical problems and create customer-focused solutions
  • Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly
  • NIH Experience a plus
  • Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus
  • and the ability to learn new tools quickly
  • NIH Experience a plus
  • Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus

Education: 

  • Bachelor’s degree in an IT-related field, but can substitute Associates degree with 10+ years relevant experience
  • Microsoft MCP, Apple ACSP, CompTIA A+/ Net+ certifications are desired

Location:

  • Rockville, MD

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