Desktop Support Specialist (Sme)

Company Overview
GovCIO is a team of transformers--people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.
But we can't do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We're changing the face of I.T. - from our diverse staff to the end-products we develop. And we're excited to expand our team. Are you ready to be a transformer?
The National Digitization Center Desktop Support Specialist will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, including large- and small-scale document scanners, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) and via telephone/remote control (off-site users).
Responsibilities

• May supervise other staff members
• Records in the organization’s proprietary billing and inventory system
• All other tasks as assigned
• Possess and apply comprehensive knowledge across key tasks and high impact assignments
• Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs
• Manage all local hardware assets, including weekly physical stock inventories, and maintaining and validating asset
• Function as a technical expert across multiple team assignments
• Timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
• Interact with multiple teams and vendors to restore service and/or identify and correct core problems
• Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known
• Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and
• Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a
• Ticket and all tickets requiring follow-up work and/or calls receive appropriate attention and are resolved within SLAs
• Solutions to more complex issues; must know when to escalate issues not resolved at this level to management
• Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs
• Help plan and lead major technology projects and assignments
• Resolve technology issues
• Ensure proper day-to-day operation of technology applications and equipment, and provide deskside assistance to
• Provide how-to knowledge transfer to users on computer-related issues within customer and contractual boundaries

Qualifications

• Coworkers
• Handle pressure
• Troubleshooting and resolving all aspects of computer hardware and software
• Moderately heavy lifting (computers, monitors, network printers, scanners, etc.) is required
• Strong interpersonal skills required
• Must be able to work independently and be self-motivated
• Minimum 8 years’ recent experience supporting Windows 10/11 and Microsoft 365, and using Active Directory in a
• Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to
• High School 6-9 years (or commensurate experience)
• Must be able to communicate professionally, both orally and in writing, with customers, vendors, management, and
• Minimum 8 years’ recent experience providing in-person desktop support to end users in a corporate environment,
• Domain environment
• Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously

Desired Qualifications

• CompTIA A+ Certification and/or CompTIA Net+ Certification
• Dell hardware, IBML and Fujitsu scanners, Apple iPhone and ServiceNow experience preferred
• Experience supporting audio/video and video teleconferencing equipment a plus
• Deskside support supervisory and/or managerial experience