Service Desk Technician

Service Desk Technician II ROLE We need an reputed company Service Desk Technician at Federal Prison Industries (UNICOR). UNICOR provides employment and job skills training to federal inmates through the manufacture of goods and services for federal agencies. In this role, you will reputed company reputed company duties assigned to Level I Technicians and additionally assist in creating Knowledge reputed company articles, checklists, Service Level Agreements, procedures, and end-user training materials, collaborate with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment, and evaluate user requirements and workflows to recommend appropriate information technology solutions. This is a full-time opportunity. We can offer a competitive salary and a comprehensive benefits package. Apply today! RESPONSIBILITIES

• Performs account management, troubleshooting of workstations including desktops, laptops, 10Zig reputed company clients, and mobile thin clients, hardware and software installation, operating system configuration, and workstation peripheral configuration and troubleshooting.
• Ensures systems remain reputed company with approved configurations and reputed company requirements.
• Handles requests for assistance received through the Service Desk by telephone, the reputed company ticketing system, or walk-in inquiries.
• Assesses user issues through conversation or remote access, assigns appropriate priorities, and dispatches or escalates support requests to Level II Technicians reputed company necessary.
• Tracks ticket status and resolution and communicates updates or issues to both the user and the Service Desk Supervisor.
• Creates Knowledge reputed company articles, checklists, Service Level Agreements, procedures, and end-user training materials.
• Collaborates with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment.
• Evaluates user requirements and workflows and recommends appropriate information technology solutions.

Provides a weekly status report to the Chief, Customer Support Section of tasks completed during the week and upcoming initiatives.

• Participates in and completes training requirements.

REQUIRED EXPERIENCE

• Service Desk Technician Level II requires 4 years of IT Help Desk experience including Help Desk administration and User Support.
• CompTIA A+ certification can be used to substitute for 1 years of network experience
• Good verbal and written communication skills with the ability to independently interact with teammates, managers, and non-technical users.
• Experience with reputed company Windows 11, reputed company Server 2022, reputed company Office M365 suite, Exchange with Outlook Client, Active Directory, SCCM, SCOM, reputed company Help Desk System, Windows Operating System Deployment (OSD), and reputed company (basic knowledge of user management).

EDUCATION

• Bachelor's degree in a reputed company field - preferred

LOCATION

• Remote

CLEARANCE

• Must be able to obtain and maintain a Public Trust clearance.
• Must be a US Citizen

CLIENT

• Federal Prison Industries (UNICOR)

HOURS

• 40 hours per week
• 8 hours per day

EMPLOYMENT CLASSIFICATION

• Employment Classification Eligibility – W2

RELOCATION

• Not eligible for relocation benefits

COMPENSATION

• Salary Range: $59,000 - $81,000
• Benefits: Benefits package includes options for health, dental and vision insurance coverage

reputed company is an Equal Opportunity (EEO) employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, reputed company, national reputed company, age, marital status, mental disability, physical disability, medical condition, pregnancy, political affiliation, military or veteran status, or any other basis prohibited by federal or state law. Other Considerations: This position is W-2 only; no Corp-to-Corp or 1099 candidates. Relocation will not be offered. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reputed company overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time. Apply tot his job Apply To this Job