The Computer User Support Specialist will perform activities related to installing new laptop and desktop computers at one or more locations. The Refresh Technician will provide technical knowledge and expertise of Windows operating systems, bios configuration, software installations, while providing excellent customer service when providing services to users. The Refresh Technician will work with on-site manager across 95 CONUS sites on various IT hardware projects. A list of responsibilities/tasks on a week-to-week basis. This position will include some onsite training. Basic Active Directory, BIOS, Microsoft Suite and Computer knowledge is needed. Duties and Responsibilities: - Installing software on laptop and/or desktop computers.
- Complete IT hardware asset configurations, moves, and troubleshooting
- Provide basic Microsoft Suite and Windows support for clients
- Document work activities accurately in Service Now and provided IT Project systems.
- Conduct site inventory audits and surveys as required for advanced staging projects.
- Assign assets to individuals and record location data for users to include asset tracking information throughout the deployment/refresh process.
- Support removal of assets, stage in service area, prepare equipment for shipment or disposal
- Support Clients in IT equipment Moves and disposition requests.
- Brief Clients on processes, IT system requirements when on site during each project.
- Audit and verify imaged devices have all required patches/updates
- Assist in domain registration/Active Directory configuration and GPO deployment where applicable
- Other duties as assigned.
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Basic Requirements: - Must have agency suitability for Secret clearance and be eligible for Top Secret clearance.
- Experience installing software on laptop and/or desktop computers.
- Excellent verbal communication skills with the ability to provide top-notch customer service to end-users being supported.
- Self-starter, dependable/reliable, working independently or in a team environment
- Must possess a commitment to excellence, a strong sense of urgency and dedication to client satisfaction.
- Detail-oriented, proactive, and highly organized
- Basic knowledge of IT end-point hardware
- Technical background and fundamental understanding of key infrastructure products including but not limited to server, network, security devices, storage, etc. preferred
- Capable of prioritizing work and multi-tasking
- Proficiency in Microsoft Office Suite (Excel, Outlook, Word, SharePoint etc.)
- Strong written and verbal communication skills.
- Current Driver’s License
Desired Skills or Experience: - Direct experience working on a laptop imaging, service desk, endpoint hardware trouble shooting and Government project support is a plus.
- Working proficiency with standard ticketing and inventory management tools (i.e. ServiceNow)
- 1 year or more of experience working with IT hardware.
Physical Requirements: - Must be able to move/handle equipment up to 40 pounds such as servers, workstations, monitors, etc
- Operate Motor Vehicle
- Be available for up to 60% Travel in the Continental US
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