Job Order: J1012-1136 - Permanent Full Time Title: Roaming Desktop Support Technician Category: Corporate Functions / Administration City: Fairfax, Virginia, United States
Job Description: Roaming Desktop Support Technician
CGI Federal is looking for a Roaming desktop support technician with a minimum or four (4) years experience. The candidate will serve as a desktop technician providing desk-side support services to the CGI Federal user community. Supports advanced and more complicated issues not resolved by the Tier 1 support team. Provides on-site technical support leading to resolution for all standard PC/printer hardware and all software applications installed on the PC desktops, laptops and phones. Experience installing, testing, troubleshooting, de-installing, maintaining, and supporting computer software, hardware, networked and standalone computer desktops, and computer hardware peripherals (e.g., scanners, printers, PDAs, external storage devices.). Duties also include responding to problems, reports and resolving problems relating to all aspects of personal computers and end-user computing; Installing, configuring and troubleshooting problems relating to all aspects of desktop, and network printers and devices; Analyzing technologies relating to end-user computing and assisting in defining standard configurations and solutions; Additional responsibilities will include supporting Tier 1 and other support areas as needed. Track, Trend, and Report on issues affecting SLA's.
The ideal candidate is detailed oriented and thorough; must be able to follow-through to the completion of a task. Candidate must also have reliable transportation to support travel to local offices in DC Metro area (MD/DC/VA).
Additionally, the candidate has the ability to demonstrate a history of professional level work experience exemplifying expertise in the following areas:
- Proven ability to troubleshoot complex issues as they relate to Microsoft Desktop Operating Systems with Windows 7 and XP. 2+ years of IT Desktop computer support experience; successful track record of supporting software and hardware in a heterogeneous, networked computing environment
- Significant professional level work experience supporting Electronic Communication Tools and mobile technology (iPad, Blackberry, Blue Tooth Devices, air cards)
- Working knowledge of IT security based products such as: PKI Certificates, Lotus Notes, and BlackBerry Encryption tools.
- Demonstrated excellent interpersonal and teaming skills
- Ability to work independently in an environment where moderate direction is provided
Duties:
- Provide timely and effective desktop troubleshooting and support.
- Assist users in identifying and resolving OS and application related problems.
- Install, upgrade and troubleshoot computer hardware and level 1 and 2 software.
- Install and configure level 2 software applications for new user PCs using the established standards and procedural documentation.
- Consistently and accurately track, update, and close assigned support requests using IT's call-tracking software.
- Work within established inventory processes to ensure accurate and efficient inventory management for desktops, laptops, printers, scanners and all other client-side technology.
- Coordinate closely with the IT Asset Management Specialist to ensure accurate shipping, tracking, receiving and documenting of software and hardware.
- Perform other duties as assigned by the Desktop Support Supervisor and other IT Operations Management in support of the customer.
- Support client hardware/software upgrades and migrations as directed by the IT Operations Director.
- Required:
- Four-year college degree preferred, HS Required.
- A minimum of 4 years in an IT support position (technical help desk/support center, end-user training, etc.) with at least 2 years in a formal help desk organization.
- Excellent oral and written communication skills.
- Excellent listening and troubleshooting skills.
- A commitment to consistently providing superior customer service.
- Ability to multi-task and prioritize work in an organized and efficient manner with minimal supervision.
- A thorough understanding of PC hardware and OS architecture.
- Proficiency using and supporting Microsoft Office products.
- Experience using various types of remote control and call-tracking support tools.
- Ability to work successfully in a team environment.
- M-Must possess a clear and articulate speaking voice and demonstrate a customer service attitude.
- Flexibility to work overtime and on weekends in support of special projects and rollouts.
- The ability to lift a minimum of 40lbs, which will be required for moving various types of hardware (laptops, desktops, monitors, etc.
- Able to travel to local offices in DC/MD/VA
- Must be able to successfully complete/pass a CGI background check to start employment.
Desired:Certifications:
- A+, MCDST, and/or MOS certifications (1 or more required). At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in more than 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.
We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.
