New 
Help Desk - Deskside Support (Jr)
 Quadrant, Inc. | |
 United States, D.C., Washington | |
 Apr 14, 2025 | |
|
Junior Deskside Support Washington, DC Pay From: $26.00 per hour MUST: Top Secret Clearance required Experienced Deskside Support 1+ years of relevant experience Ability to lift up to 50lbs, must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach out and above head, carry items, push and pull carts loaded with equipment. Must possess excellent IT technical skills, customer service skills, work independently, supporting users and resolving their IT issues while representing assigned service unit, follow directions, and be self-motivated to complete assignments, research and apply solutions. Works well both as part of a team as well as independently, successfully completing tasks while receiving only general guidance on assignments and solutions. Bachelor's degree required DUTIES: Performs Junior IT support duties and related problem-solving using desktop IT support skills, demonstrating IT desktop experience, good judgement, and initiative. Performs technical work of a professional level using standard techniques, concepts and procedures. Competent to work independently on technical assignments and projects, meeting deadlines. Contributes to complex problem solving. Install desktops, portable computers, peripherals, and software products for networked, classified, and unclassified, and standalone environments. Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures. Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software. Analyze and assess customer service requests and provide prompt technical solutions. Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products. Prepare progress/status reports and submit to team leads as required. Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner. Identify and document areas for process improvements. Contact and effectively communicate with users by telephone, electronic communications, or in person. Prepare equipment for reuse or surplus of property actions. Provide technical support for customers assigned to remote locations as required. Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals. Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations. The ITB Solution Center's mission is to improve the IT customer experience by providing personalized technical services at JEH to walk- in- customers. PIV (Personal Identity Verification Credential) Unlocking user's PIV (UNET) account Activating user's PIV account Updating Certifications Pin resets PKI (Public Key Infrastructure Program) Applying certificates to employees PKI cards Reset PKI cards Unlocking PKI cards Generate codes for TAs in field office Revoke accounts RSA (Registration Security Authority) Troubleshooting RSA issues regarding hard and soft token Associate and set up RSA tokens with employees account Allow employees to reset RSA pin (FBINET & UNET) Unlock RSA accounts (FBINET &UNET) Hard token distribution and retrieval Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. | |