Careers


Desktop Support Technicians

Systemania Corporation is looking for four (4) Desktop Support technicians for long term positions in Dulles, VA or Arlington, VA.

Period of Performance

Initial Period: ~May 1, 2012 through May 31, 2013 (13 months) Option Period: ~June 1, 2013 through May 31, 2014 Option Period: ~June 1, 2014 through May 31, 2015

Place of Performance

Dulles, VA or Arlington, VA

MUST HAVE
  • (5) Years of General IT experience
  • (3) Years of Tech experience
Objective/Purpose

Provide multiple Tier 2 Desktop Support resources in support of a new business opportunity. Candidates must be familiar with industry standard Service Desk protocols and escalation procedures.

Background/Project Description

The project team is tasked with providing full lifecycle IT support to its customer’s user community. Specifically, the team is providing Tier 2 level Desktop support for a broad set of end user service requests and incidents. Resources assigned to the Desktop Support Team should be experienced in: managing end user’s requests escalated by the Tier I team; managing tickets utilizing an automated service desk system; providing superior level customer service to end users (both written and orally) utilizing SOP’s as a guideline; leveraging ITIL standards and industry best practices; providing lifecycle support for end user hardware and software; managing assets and associated record keeping; and, providing peripherals support (i.e. printers, scanners, plotters, etc.)

Detailed Tasks

Resources assigned to the Desktop Support Team will be expected to:

  • Provide Tier 2 phone and desk side support to end users for a wide array of technical support requests and issues. Will be required to research, resolve and respond to requests for assistance.
  • Follow standard operating procedures and adhere to policies as they relate to Desktop Support functions.
  • Provide exceptional customer service.
  • Address end user requests via telephone, email and primarily in person.
  • Manage daily activities using an enterprise Service Desk ticketing system (Service-Now preferred).
  • Provide clear and timely communications to end users and management as required.
  • Resolve Level 2 calls by leveraging remote assistance tools.
  • Preparing documentation to support activities completed; updating knowledgebase as required and providing feedback to the end users and management team.
  • Provide hardware, software, and peripherals support in a diverse environment.
Security requirements
  • Agency Specific Clearance
  • Citizenship not required but must pass BI
  • Operating Hours: M-F (excluding holidays) between 6AM-6PM
Acceptance
  • Weekly Report – a weekly report is required to summarize worked completed, work planned, issues, and attendance.
  • Timesheets – timesheets will be completed weekly and approved by the Site Manager.
Labor Category Descriptions
  • Desktop Support Technician
  • (5) Years of General IT experience
  • (3) Years of Tech experience
  • Relevant Certifications: A+, HDI, MCDST, ITIL

Applications will only be accepted via email. If you qualify, we will contact you by phone to schedule an interview.





Please make sure you read the "How to apply" section in the Job Opportunities page before you contact us for this position.