Desktop Support Technician I – Virtual Service Tech

This is a fully remote position, open to applicants in United States.

📋 Description

• Executes a variety of clerical and administrative tasks related to the Help Desk.

• Delivers phone, remote, and on-site technical support to users regarding e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity.

• Records all issues and creates incident tickets, highlighting common problems or error patterns.

• Offers personal computer support, problem analysis, and installation and configuration of hardware/software.

• Collaborates with end users to effectively resolve their software and hardware challenges.

• Engages daily with customers to enhance productivity and provides personalized feedback.

• Oversees the scheduling and coordination of all training sessions.

• Communicates with end users to arrange appointments for setting up new Government assets—whether mobile or laptop—and assists with the delivery and return of these assets.

• Maintains and publishes a daily events calendar; prepares and promotes future Help Desk events.

• Keeps abreast of all company products, service procedures, and offerings to assist users effectively.

• Monitors team performance and quality; provides individual feedback.

• Offers Help Desk support, including answering calls and managing web content and the Help Desk mailbox.

• Maintains and verifies daily statistics; produces daily statistical reports.

• Preserves an audit trail and statistical records of all issues and conditions reported by clients.

• Escalates issues to vendors and third-party organizations as needed, following directives from the Government.

⛳️ Requirements

• Public Trust Clearance required by the start date.

• ITILv4 Foundation Training and ITILv4 Foundation Certification, which may be obtained within 120 days of hire.

• Applies basic concepts, processes, practices, and procedures in technical assignments.

• Performs tasks that necessitate practical experience and training.

• Work is conducted under supervision.

• Provides technical support to computer users, addressing questions or resolving issues in person, over the phone, or electronically.

• May assist with the use of computer hardware and software, including printing and installations.

• Must be able to communicate effectively both orally and in writing, demonstrating the ability to engage with all levels of staff and clients.

• Adheres to standard working hours as per the DIGIT contract and is available for meetings and collaborative efforts during these hours.

• Exhibits the ability to apply comprehensive knowledge across key tasks and high-impact assignments, utilizing practical experience and training to accomplish tasks.

🏝️ Benefits

• Not mentioned