Provide technical Tier II deskside support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as point of contact for troubleshooting all IT related problems, including hardware/software, and printer problems.

• Assist customers, troubleshoot problems, and coordinate technical support.
• Review malfunctioning computing devices and/or associated hardware to isolate defective parts or determine whether inappropriate logical configurations are causing malfunctions
• Re-image and encrypt laptop computers
• Deploy new and replacement hardware: printers, scanners, faxes, and smartphones
• Remediation of unresolved patches and corrupt software installations
• Workstation/Laptop Hardware - Configuration Management Support
• Software and application support
• Conference Room Support (Video Teleconference, teleconference, Audio visual systems)

Document the actions taken in the Agency’s incident tracking system and give customers guidance to prevent reoccurrences of the problems within FEMA's fixed facilities and disaster support centers.'

Applies fundamental concepts, processes, practices, and procedures on technical assignments. Perform work that requires practical experience and training. Work is performed under supervision.

At least five years of experience in customer support providing technical help desk, service desk, or call center support services

Minimum Knowledge, Skills and Abilities:

• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Ability to apply a comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• May supervise others.

Physical Requirements:
While performing the duties of this job, the employee will operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

The person in this position frequently communicates with end-users, Must be able to exchange accurate information in these situations.

Job Type: Full-time

Pay: $30.00 - $35.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 2 years (Preferred)
• Active Directory: 2 years (Preferred)
• Ticketing: 2 years (Preferred)
• End User: 2 years (Preferred)

Security clearance:

• Top Secret (Preferred)

Work Location: One location

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