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Senior End User Support

Company: Apex Systems
Location: Arlington
Posted on: February 24, 2021

Job Description:

If you are qualified and interested in applying, please email your resume to Khalaney at Kbarrie@apexsystems.com and a good time and number you are available for a quick phone call to discuss the role.POSITION TITLE: Senior End User Support SpecialistLOCATION: Arlington, VA (Onsite)LENGTH:--6 month contract to hirePAY: $80k Salary BENEFITS: Health, Dental, Vision, 401kExperience and Education Requirements: -- Bachelor's degree and 6+ years of relevant experience-- Security Clearance Required:--Ability to obtain DHS HQ EOD suitability and Active Top SecretShifts:-- Monday thru Friday: 6:00am to 2:30pm = 1 open positions-- Monday thru Friday: 9:30am to 6:00pm = 2 open positionsPosition Summary: End User Technicians are responsible for providing IT support to end users across multiple support facilities. The candidate is responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. End User Technicians will be responsible for supporting and troubleshooting a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements based on user classifications (Standard, VIP, EVIP). This candidate will support unclassified equipment, some of which is in classified space.Job Duties and Responsibilities: -- Provides technical support for end user hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.-- Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.-- Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.-- Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.-- Reviews pending tickets daily, updating work details according to DSS ticket management procedures-- Investigates and resolves all connectivity issues related to end-user IT equipment-- Actively participates in site specific project planning, providing detailed requirements for facility IT equipment IMACs-- Escorts general contractors and other contractors as requested.-- Responsible for the on-site coordination of break/fix installations with hardware maintenance providers-- Executes and maintains IT asset inventory information, completing ad hoc inventories and updating asset lists-- Recommends customer service and IT process support enhancements, researching and recommending new technologies and procedures.-- Self-motivated and proactive - able to work independently and identify opportunities and develop new ideas for efficiencies-- Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.?REQUIREMENTS:-- Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox-- Experience with patch management software (e.g., SCCM)-- Experience installing, upgrading, and removing software-- Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle -- Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).-- Advanced experience with Active Directory management & administration-- Knowledgeable of Problem Management best practice and processesDesired Qualifications:-- COMPTIA A+, or Network+, or Security+ Certification-- MCP Certification-- ITIL v3 certification-- HDI Certification-- Knowledgeable of Configuration Change Management best practices

Keywords: Apex Systems, Arlington , Senior End User Support, Other , Arlington, Virginia

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