Sr Desktop Support Specialist

　　Washington, DC

　　SUMMARY:

　　Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized. Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers’ technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. As a Veteran-Friendly employer, we are proudly partnered with the Virginia Values Veterans (V3) Program, and a recipient of the HIRE Vets Gold Medallion Award, which recognizes our commitment to recruiting our nation’s Veterans. Recognized on the Inc. 5000 list of America’s fastest growing companies in 2020 & 2021 and named as one of the 2022 Best Places to Work in Virginia, we are always looking to hire top talent in the field - come join us today!

　　The Sr Desktop Support Specialist is responsible for providing deskside and dispatch IT support services at EPA locations. Job duties include, coordinating with the EISD for incident management, request fulfillment and provisioning, IMACs, and break/fix management support. The Desktop Support Specialist troubleshoots, diagnoses, and resolves end-user device incidents and problems, through both deskside support services and by serving on the Walk-Up Service Desk, where appropriate. They also provide Tier 2 AV/VTC support and participate in the execution of agency-wide technology refresh plans.

　　SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES:

　　Provides deskside and dispatch support services at required locations.

　　Provide Deskside IT services that respond to the time-sensitive needs of premier users (i.e., VIPs and executives) including prompt responses to Tier 2 service desk escalations.

　　Provide full support remotely for field locations where OMS-EI devices are deployed. This includes dispatching technical support personnel to remote lab locations during core business hours.

　　Provide technology refresh plans aligned with EPA’s planned computer refresh of 25 percent of the agency’s serviced seats annually. The plans shall address communications, scheduling, QA, deployment, imaging, data migration, certification and sanitization/disposal, and asset tracking.

　　Supports the execution of technology refresh plans.

　　Coordinates with the Enterprise Service Desk for incident management, request fulfillment and provisioning, IMACs, and break/fix management.

　　Troubleshoots, diagnoses, and resolves common end-user device incidents and problems, through both deskside support services and by serving on the Walk-Up Service Desk.

　　Provides Tier 2 AV/VTC support for routine support requests.

　　Tracks the status of all incidents and requests in SericeNow; Ensure that all tickets are documented with current status, customer communications, and a full description of the problem/resolution.

　　Deploy approved, prepackaged software using distribution tools and processes as requested by end users.

　　EDUCATION, EXPERIENCE, & CERTIFICATIONS:

　　US Citizenship and ability to obtain and maintain a federal public trust clearance required

　　5+ years of demonstrated experience in a hands-on Service Desk or Desktop Support role in a Windows environment

　　5+ years of experience providing in-person technical support services for a federal agency or enterprise level customer/organization

　　Experience with Windows 7 and 10, LAN/WAN, Ethernet, PC Hardware, iOS Support, Active Directory, VC/AV Support, and Citrix environments; advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow preferred

　　MCSA, A+, Windows 10 Certifications preferred

　　Bachelor’s degree in Computer Engineering/Computer Science/Information Technology/Information Security field preferred

　　Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. This employer uses E-Verify.