Desktop Support Technician

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 GSAu2019s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agencyu2019s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning. Position Description: The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option. The EITSD provides support to users of GSAu2019s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSAu2019s IT infrastructure, applications, and programs supported in the environment. As a Journeyman Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide on site technical assistance to computer users by answering questions to resolve computer problems for the end user. Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems. Requirements This position shall perform the following (to include but not limited to) activities u00a7 Performs a variety of clerical and administrative duties pertinent to remote assistance. u00a7 Replies to trouble tickets to resolve user problems. u00a7 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. u00a7 Provides personal computer support analysis, and hardware/software installation and configuration. u00a7 Interacts daily with customers to ensure productivity; provides peer feedback. u00a7 Maintains an audit trail and statistical records of all problems and conditions reported by the client. u00a7 Escalate issues to vendor and third-party entities, as necessary and directed by the Government. Required Skills: u00b7 Public Trust Clearance (Or ability to obtain) u00b7 ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire. u00b7 Possesses and applies expertise on multiple complex work assignments. u00b7 Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. u00b7 Operates with appreciable latitude in developing methodology and presenting solutions to problems. u00b7 Work is performed remotely under supervision. u00b7 Contributes to deliverables and performance metrics. Required Qualifications: + Must be willing to work a variety of shifts, including holidays as scheduled + 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. + Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory Education and Experience Requirements: The following are the education and experience required for this position: + Associateu2019s Degree or equivalent. + Minimum 2 - 7 years of work experience. + At least one (1) year experience with Windows desktop support. + At least two (2) yearsu2019 experience working knowledge of remote tools. + Experience supporting industry standard software products. + Experience as a remote worker demonstrating time management and self-discipline. Benefits SES provides a competitive salary and the following benefits: + Medical + Dental + Vision + Company paid Life Insurance + 401k with employer contribution

Created: 2025-10-09