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Desktop Support Technician (Contract)

Bethesda, MD, USA Req #116
Tuesday, October 6, 2020

Job Summary:

The PC Systems Specialist will provide IT Support Services for scientific research lab personnel.


Duties & Responsibilities:

Responsibilities include, but are not limited to:

  • Tracking and managing, via ServiceNow tickets, all services to proactively manage, install desktops, laptops, software peripherals and all supporting hardware.

  • Install computer peripherals for users (monitors, keyboards, mouse, docking stations).

  • Provide end user support for basic, intermediate, and advanced productivity applications.

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

  • Respond to queries either in person, via email and/or over the phone depending on the severity.

  • Ask questions to determine nature of problem and walk customer through problem-solving process.

  • Follow up with customers to ensure issue has been resolved before closing ticket.

  • Push out updates to refresh, patch and secure all software.

  • Provide workstation and peripheral installation, updates, general hardware and software maintenance and support. This support includes peripherals such as printers, copiers, iPhones and iPads, and maintenance includes printer cartridges, paper replenishment.

  • Distribute, set-up and maintain mobile devices (i.e. iPhones), including troubleshooting and coordination of repairs for all IOS devices.

  • Provide support for Internet Explorer, Firefox and other browsers.

  • Assist with recovery from application failure, failed hard drive, corrupted files, and network outages.

  • Assist with ensuring workstation security compliance.

  • Provide administrative activities to include workstation naming, IP addressing and configuration management.

  • Perform in partnership with the Asset Management team all move, add, and change requests.

  • Adhere to configuration management procedures and the related IMAC (Install, Move, Add, Change) activities such as workstation naming, IP addressing, and incorporation into the network and security.

  • Partner with IT Security team to help address and remediate any vulnerabilities found on computers.

  • Run diagnostic programs to resolve problems and/or virus/malware removal.

  • Assist with data recovery efforts from failed hard drives and corrupted files.

  • Assist customers with questions with standard desktop software (i.e. MS Office 365, Adobe Acrobat Pro, File Maker Pro).

  • Provide support for cloud-based storage including OneDrive, Box and MS Teams.

  • Recover from outages and operational problems within defined service level agreements.

  • Support for audiovisual activities, conference room use, and video conferencing.

  • Support remote network access, telework, and configuration of VPN requests.

  • Develop, implement, and keep current all relevant standard operating procedures

  • Share feedback gained from customers about computer usage, lessons learned, best practices and both share with colleagues and capture in any future knowledge base system.

  • Proactively meet with all stakeholders to identify their current and future requirements for tools and systems. This includes researching industry products and tools on the market and documenting the pros and cons of each item using an alternative of analysis.

  • Work with all scientific and research personnel to gather system requirements and proactively meet their dynamic needs.


Minimum Requirements

  • Five or more years’ experience in the role of an IT Desktop technician.

  • Five or more years’ experience with hands-on experience supporting the following operating

  • systems (Windows 7, 10 and Macintosh 10) and future upgrades.

  • Three or more years’ experience with MS Office 365 (Word/PowerPoint/Excel).

  • One or more years of experience using ServiceNow or a similar helpdesk platform.

  • Strong communication skills both oral and written

  • Ability to lift 30lbs.

  • Proficient in system deployments across multiple platforms.


Preferred Requirements

  • Demonstrable skills in creative problem-solving and on-the-job learning

  • Experience with scientific machines.

  • Experience installing and maintaining peripherals such as printers copiers, iPhones iPads

VSE is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state or local law.

Other details

  • Job Family Operations
  • Job Function Computer Support Specialist
  • Pay Type Hourly
  • Bethesda, MD, USA