IT Service Desk Technician

SUMMARY:

DIGIT is seeking a Virtual Service Desk Technician to provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers.  The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

RESPONSIBILITIES:

- Performs a variety of clerical and administrative duties pertinent to remote assistance.

- Replies to trouble tickets to resolve user problems.

- Provides expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.

- Provides personal computer support analysis, and hardware/software installation and configuration. 

- Interacts daily with customers to ensure productivity; provides peer feedback.

- Maintains an audit trail and statistical records of all problems and conditions reported by the client.

- Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

CONTRACT REQUIRED QUALIFICATIONS:

- Public Trust Clearance by start date.

- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.

- Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. 

- Operates with appreciable latitude in developing methodology and presenting solutions to problems. 

- Contributes to deliverables and performance metrics where applicable.

- Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. 

- May provide assistance concerning the use of computer hardware and software, including printing and installations.

- Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.

- Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.

- Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.

- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

CONTRACT DESIRED QUALIFICATIONS:

- 2 years' experience with Windows and/or Mac desktop support.

- 2 years' experience with Smartphone support. 

- 2 years' experience with remote support tools. 

- Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.

- Must be willing to work a variety of shifts, including holidays as scheduled.

EDUCATION AND EXPERIENCE:

- 4-9 years of experience and high school diploma

- Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset.

PHYSICAL REQUIREMENTS:
 The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to do the following: 

- If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies