©2019 by Government Tactical Solutions, LLC. 
1951 Kidwell Drive, Vienna, VA 22182 U.S

Deskside Support Technician

San Francisco, CA

 

Job Description:

GovTact is looking for talented Deskside Technicians. The Technician relies on experience and judgment to plan and accomplish goals, correct issues, and ensure performance against program Service Level Agreements (SLAs). Mitigate incident and problem resolution for outages, multi-user issues, and VIP users, collaborating with the Service Desk. Support management initiatives as requested. Dispatches to user location to assist or directly provide Deskside support and meet or exceed SLAs, including:

Responsibilities:

  • Providing exceptional service and customer support for local users, during field visits or on dispatches

  • Providing deskside support to users, including laptop / mobile equipment delivery, user instructions and troubleshooting

  • Managing on-site installation, repair, maintenance and test tasks, sometimes using “remote hands” or “smart hands” techniques

  • Diagnosing complex errors or technical problems and determine proper solutions

  • Managing Incident and Request tickets in the enterprise service ticketing system through ticket lifecycle; conforming to SLA and process requirements for ticket handling

  • Asset life-cycle for laptops, desktops, smartphones, etc.

  • Smart hands support for Tier 3 teams including handling servers, security devices and network equipment.

  • Follow all company procedures and protocols. Cooperate with technical teams and share information across the organization. Comprehends customer requirements and makes appropriate recommendations/briefings. Build positive relationships with customers.  Maintains a neat, business casual appearance suitable for working in office location.

 

Qualifications:

  • Experience or knowledge of user-centric Windows IT support in an enterprise environment

  • Valid driver's license, ability to make it into office during the day, evening, nights, weekends, after hours when needed

  • Ability to troubleshoot, test, repair and service technical equipment

  • English literacy

  • Ability to work flexible shifts in a 7x24 environment and to adapt to changing work schedules, provide assistance on-call as necessary

  • Proven experience supporting mobile devices and applications, Windows 7, Windows 10 and Mac OS

  • Technical degree or certification (such as A+, N+, MCDST, MCSE, etc)

  • Committed to providing excellent customer support to all of our customers

  • Ability to work in a fast-paced SLA driven environment

  • Ability to work well in a team setting

  • Experience with Active Directory, Group policies, and networking

  • Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications.

  • Candidate must possess a US “Public Trust” clearance or be able to obtain a Public Trust clearance.

  • Experience supporting Mobile Technologies such as VPN, Citrix, VDI, etc.

  • Experience working with a highly mobile workforce that relies heavily on mobile devices such as Androids and iPhones, iPads, etc.

 

Preferred Qualifications:

  • ITIL® Certification

  • Familiar with asset management processes and procedures

  • Experience supporting common VTC technologies

  • Familiarity with GSA environment and administrative processes

  • Working knowledge of VPN and Citrix for remote access

  • Working knowledge of images and imaging desktops and laptops

  • Experience with supporting Apple and Android mobile devices

  • Experience supporting and maintaining user account information including rights, security and systems groups.

  • Experience diagnosing and troubleshooting server and network issues

Equal Employment Opportunity:

GovTact and Insperity provide equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. 

This applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.