Desktop Support/Service Desk Technician

Knowledge and Skills User Account Management Troubleshoot Workstations Install Hardware and Software Configure workstation Operating Systems Update Workstations with Up-to-Date Configurations and Security Regulations Configure and troubleshoot Workstation Peripherals Handle Service Desk requests by Telephone, Heat Ticketing System or Walk-In Track Ticket Status from Start to Resolution Communicate Ticket Issues to User and Service Desk Supervisor Assist with Creation of:o Knowledge Base Articles and Checklistso Service Level Agreements (SLAs)o Standard Operating Procedures (SOPs)o End-User TrainingRequired Qualifications: Some Experience with Heat Ticketing System One year or more of IT Help Desk or Service Desk ExperienceQualifications: Public Trust preferred Experience with Windows Operating System Deployment Able to Commute and Work on-site in DC Monday - Friday Dayshift Must Pass Background Check and Drug Screen