Senior Desktop Support Technician

US Citizen
DoD Secret Clearance
HS diploma with 5+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience
Valid DoD 8570 IAT Level II: Security+ or higher Certification
Must demonstrated expertise in IT Enterprise Operations
Experience with Microsoft Windows OS, version 10
Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software
Basic network troubleshooting skills
Excellent customer service skills
Excellent oral and written communication skills

Properly troubleshoot and resolve user computer issues including hardware and software-related concerns
Assist junior technicians in resolving complex issues
Manage the resolution of customer tickets according to established Service Level Requirements (SLRs)
Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer
Assist other teams to troubleshoot and resolve local and network-connected MFD/printers
Have core networking knowledge and experience to diagnose and resolve layer 1 network connection issues (i.e. activating and configuring network switch ports)
Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues
Work directly with VIP and executive-level customers to provide premier computer and network support

Organized and detail-oriented
Strong leadership skills
Self-motivated/ self-directing
Strong collaboration, prioritization, and adaptability skills required. Relationship building
Ability to manage and prioritize own work, and that of their team
Independent decision making
Analytical thinking; thinking out of the box
Ability to effectively communicate with all organizational levels (SME to Senior Management)
Ability to analyze problems at various levels (e.g. detail level, overall organizational impact, etc.)