Tier 2 Deskside Technician

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    "requisitionDescription": "<div><div>\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><strong><span style=\"font-size:15px;\">Tier II Deskside Support Technician</span></strong></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Are you detailed oriented? Like to help solve complex technical issues? If so, HumanTouch, LLC is looking for you to join our team as a Tier II Deskside Technician.<strong>&nbsp;&nbsp;</strong>Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.). &nbsp;Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc. &nbsp;Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software. &nbsp;Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support. Technicians document all reported problems and issues and follow standard operating procedures.</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. &nbsp;They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers. &nbsp;These services are provided through remote access.</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Deskside Technicians provide<strong>&nbsp;</strong>on-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD and Rockville, MD areas, Monday through Friday, for an 8-hour shift during the hours of 6:00 am &ndash; 6:00 pm local time as well as when the Government&rsquo;s local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations.<strong>&nbsp;</strong>On-call services are required between 6:01 pm &ndash; 5:59 am local time Monday through Friday, weekends, and Federal Holidays.</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><strong><span style=\"font-size:15px;\">Mandatory Requirements</span></strong></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Comp TIA A+ certification</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Must be able to obtain Public Trust clearance</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification. (Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.)</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">1 year of Tier 1 or Tier 2 experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-left:.5in;'><span style=\"font-size:15px;\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><strong><span style=\"font-size:15px;\">Preferred Skills/Experience</span></strong></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Possess excellent customer service skills</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Detail oriented and possess excellent organizational skills</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Excellent writing and communication skills</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices and local and/or network printers</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities</span></li><li style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-size:15px;\">ServiceNow training or experience</span></li></ul>\n    </div>\n  </div></div>\n",
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