Job Summary:

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 devices) 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.

Responsibilities:

- Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 10 OS, Office 2013 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.

Requirements: (Clearance/Citizenship)

- Clearance: Minimum SECRET required

- CompTIA Security+ CE

- Higher certifications that meet IAT II and IAT III requirements are also acceptable. (Must be approved and verified by management.)

- MCSA: Microsoft Certified Solutions Associate MCSA Windows 10

Experience:

- 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 10 operation and troubleshooting

- Microsoft Office 2013 support

- TCP/IP fundamentals

- Working knowledge of AD, Outlook 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

- May have up to one (

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