Desktop Technician 1, GS

SOC LLC; Glen Allen (VA); On-site; USD 61,000 - 92,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision coverage

Parental leave

Job summary

Day & Zimmermann Government Services seeks a customer service oriented technical support specialist to assist remote business units with hardware, software, and devices. The role involves imaging, updates, account management, and documentation of solutions.

Responsibilities include triaging incidents, configuring standard equipment, participating in projects, and maintaining AV systems in conference rooms. A background in customer service and basic technical training is preferred.

Qualifications

• Some college or technical training preferred.
• 1+ years of customer service or technical support experience required.

Responsibilities

• Provide customer service and daily technical support for Day & Zimmermann Government Services and remote Business Unit resources.
• Apply standard images, configuration and updates to computers and wireless devices.
• Monitor incident queue and triage calls to resolution with documentation.
• Install/configure desktop peripherals and software.
• Participate in project work and create/update troubleshooting documentation.
• Maintain conference room AV equipment.

Skills

Customer service

Technical support

Communication skills

Troubleshooting

Documentation

Security+ CE

Education

Some college or Technical Training Preferred

Job description

Provide customer service and daily technical support for Day & Zimmermann Government Services and remote Business Unit resources on business systems, applications, devices, and services. Activities will include but are not limited to; staging / installation / maintenance of equipment such as PC's, wireless devices and peripherals, performance testing / tuning of equipment and operating systems, creation / maintenance of user accounts, administration and troubleshooting of wireless devices, and documentation of technical solutions.

Responsibilities

• Apply standard images, configuration and updates to computers and wireless devices for deployment or associated with problem resolution. Order, ship and receive same.
• Monitors Desktop Services incident / task queue and handles / triages calls from Day & Zimmermann employees to work through resolution or assign to the appropriate escalation group, thoroughly and accurately documenting each step + results of the troubleshooting process.
• Direct or remote installation / configuration of standard or approved desktop peripherals and software.
• Participate, as requested, as part of a project team.
• Assist in the creation and maintenance of technical troubleshooting, process and support documentation.
• Perform maintenance and proactively check corporate conference room audio / visual, communication and presentation equipment.

KSAs (Knowledge, Skills, and Abilities)

• Aptitude to learn and apply new hardware or software technologies
• Detail oriented with strong organization and time management skills
• Strong verbal and written communication skills with the ability to obtain information for diagnosing problems quickly and effectively
• Strong interpersonal skills with an ability to express technical concepts in a way that establishes rapport and gains understanding. Strong customer service orientation
• Self-motivated individual who takes both initiative and accepts responsibility for actions (i. e. thinking and going beyond the current assigned tasks).
• Ability to obtain and maintain CompTIA Security+ CE

Minimum Qualifications

• Some college or Technical Training Preferred
• 1+ years of customer service or technical support experience Required

Compensation and Benefits

In compliance with this state's pay transparency laws, the salary range for this role is $61,200 - $91,800. This is not a guarantee of compensation or salary, as the final offer amount may vary based on factors including but not limited to experience and geographic location. (The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements).

We care about our employees, and it shows. Our staff receive a competitive salary and a comprehensive benefits package which includes medical/Rx, dental and vision coverage; life, AD&D and disability insurance; flexible spending accounts; 100% paid maternity leave for up to 12 weeks, parental leave, family leave, other paid time off; voluntary benefits and discount programs to meet our employees' individual needs including pet insurance for our furry family members!