Senior Help Desk Technician
Computer World Services (CWS)Corporation

Job Info

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Company Overview

Computer World Services Corp (CWS) provides comprehensive Mission Critical and Enterprise Information Technology services and support to the Federal Government. CWS strives to promote a work environment where our professionals feel empowered, engaged, and part of a family. Our corporate culture embraces diversity, nurtures professional growth, and rewards hard work. CWS seeks motivated, client-focused individuals to join our growing organization.

This position will support the mission of Office of Financial Research (OFR) within the Department of Treasury. OFR supports the Financial Stability Oversight Council (FSOC) in promoting financial stability by: collecting data on behalf of FSOC; providing such data to FSOC and member agencies; standardizing the types and formats of data reported and collected; performing applied research and essential long-term research; developing tools for risk measurement and monitoring; performing other related services; making the results of the activities of the OFR available to financial regulatory agencies; and assisting such member agencies in determining the types of formats of data authorized to be collected by such member agencies.

Job Description

CWS is seeking a Senior Help Desk Technician to manage the performance of the OFR Help Desk and desk side services to users. The Senior Help Desk Technician will provide day-to-day oversight of the Service Desk staff to ensure efficient and timely first and second level support are achieved in line with the contract, and that customer expectations are met or exceeded. Responsible for establishing relationships with other IT functional areas, identifying areas of improvement, and developing a monthly metrics program. Responsible for the technical direction, leadership, training, mentoring and performance of staff. Coordinates with vendors, stakeholders, or clients.

Key Tasks and Responsibilities

*       Perform first call resolutions for common issues, customer training, and advanced troubleshooting and support.

*       Troubleshoot, resolve and provide solutions to end-user problems involving laptops, tablets, smartphones and standard software/applications.

*       Analyze software and business applications; troubleshoot issues.

*       Respond to issues and requests remotely, over the phone, via email or in-person.

*       Follow up with customers ensuring their issues and requests are resolved.

*       Ability to work cooperatively and independently to research and document issues and solutions.

*       Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user.

*       Walk customer through problem-solving process.

*       Image information systems using the government-provided operating system image.

*       Provide onboarding and provisioning of new accounts and deprecation for users departing the organization.

*       Assist with support for video / audio conferencing systems including Zoom and Teams. Investigate faults and recommend further actions to rectify.

*       Facilitate mapping and troubleshooting user access to shared network resources.

*       Support mobile device requests, issuance, accountability, troubleshooting, and retrieval.

*       Install, configure, and troubleshoot common Network Protocols, to include, but not be limited to, TCP/IP and wireless protocols.

*       Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.

*       Government-provided tools include, but are not limited to, the following:

*        Jira and ServiceNow for ticket submission, tracking, and routing

*        Microsoft SharePoint as a knowledge management repository for SOP’s.

*       Assist in the professional and technical development of the team.

*       Initiate and engage 3rd party vendors to resolve issues when necessary.

*       Participate in after-hours support rotation.

*       Other service desk duties as assigned.

Education & Experience

*       Bachelor’s Degree desired.  High School diploma required

*       7-10 years of IT operations experience.  Relevant experience and/or certifications may be substituted for degree requirements.

*       Advanced level of experience with Active Directory, Windows Server and Workstation operating systems (Windows 10/11, Server 2019)

*       Experience with Microsoft Configuration Manager Console (SCCM) and client deployments (MS Intune a plus)

*       Experience supporting an Office 365 environment, including Teams

*       Experience supporting an iPhone environment with MDM solutions

*       Experience supporting a VMware Horizon VDI environment

*       Knowledge of remote desktop connectivity (i.e. BeyondTrust Remote Assistance, Microsoft RDP, VPN)

*       Must possess a motivated and team player work ethic

*       Excellent communication, writing, and interpersonal skills

Certifications

• IT Certifications a PLUS (A+, Security+, ITIL)

Security Clearance

• Agency Specific
• Must be a U.S. Citizen

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

*        N/A 

This job has expired.