Intermediate Information Systems Specialist- Hardware Services

System One; Washington (District of Columbia); On-site; USD 90,000 - 130,000; Full time

Job summary

Board information systems role is an onsite opportunity at the Washington DC campus, focusing on desktop support and hardware services within a Tier 2 team. Clear dependency on asset management, imaging, and strong customer communication in a client/server environment.

The candidate should have 5+ years IT experience, plus proficiency in Windows 10/11, Microsoft 365, ServiceNow, and asset management processes. U.S. citizenship and ability to obtain Public Trust clearance are required.

Qualifications

• At least five years of overall IT experience with desktop support and ServiceNow.
• Five years' experience with hands-on computer and printer hardware troubleshooting.
• Experience with OEM tech support and vendor coordination.
• Experience with hardware asset management in ServiceNow.
• Five years' experience in Windows 10/11 in client/server env.
• Five years' experience with Microsoft 365 and imaging solutions.
• Strong interpersonal and communication skills and ability to document issues clearly.
• Excel skills including lookups and formulas.
• Knowledge of Intune for device management.
• Strong ServiceNow skills to create dashboards and queues.
• Strong Level 1 network and VPN diagnosis skills.
• Analytical and problem-solving abilities.

Responsibilities

• Provide desktop support and manage IT service tickets via ServiceNow.
• Maintain hardware assets and troubleshoot PCs and printers.
• Coordinate with OEM vendors for returns and exchanges.
• Support imaging and deployment of Windows 10/11.
• Interact with clients via phone, Teams, email and in person; document issues clearly.
• Follow SOPs with meticulous documentation; may rotate on-call for hardware issues.
• Assist with inventory management and logistics for hardware assets.
• Occasional travel and overtime may be required.

Skills

ServiceNow

Desktop support

Hardware troubleshooting

Windows 10/11

Microsoft 365

Intune

Inventory management

Asset management

Vendor coordination

Excel

SharePoint

VPN diagnosis

Customer service

Communication

Problem solving

PC hardware

Education

BS/BA in Information Systems or Computer Science

A+, MCDST, MTA, MOS or similar

Tools

HP Warranty portal

Job description

Information Systems Analyst- Hardware Services

Washington, DC - 100% Onsite New York Ave Washington DC

Per Federal contract U.S. citizenship is required

Must be able to obtain PASS federal background check for Public Trust clearance

Long Term W2 or C2C Contract

Work Experience

The posting below is for a 1st Shift Information Systems Analyst position, full-time ONSITE at the Board's Washington DC campus. The Board's Division of Information Technology is seeking a Desktop Support Analyst with strong experience to serve as part of a Tier 2 organization. This contractor position will be in support of the Board's Desktop Support and Hardware Services team and the analyst who fills this position will be required to work a set 1st shift schedule Monday - Friday. The candidate should demonstrate strong technical knowledge with asset management experience. The successful candidate will be expected to interface with internal customers and various technical support teams. The demonstrated ability to follow standard operating procedures and processes is essential, including attention to detail in documentation procedures. This position may require on-call rotation responsibility for emergency hardware issues, occasional travel, weekend, and/or overtime work. Place of Performance: Washington DC Metro Campus - New York Avenue facility

The candidate is required have:

• At least Five years of overall IT experience, including a minimum of Five years of experience providing general desktop support with previous experience opening and maintaining support cases via enterprise IT service management, e.g. ServiceNow
• At least Five years' experience with hands-on computer and printer hardware troubleshooting and support. Familiar with hardware component troubleshooting (motherboards, hard drives, RAM, etc).
• Experience working with OEM tech support, such as initiating tech support tickets and coordinating returns and exchanges with vendors. Experience with HP Warranty portal preferred.
• Experience with inventory management and logistical support. Working knowledge in hardware asset management in ServiceNow is preferred.
• At least Five years' experience in with installing, configuring, and supporting Microsoft Windows 10/11 operating systems on laptops and desktop computers in a client/server environment.
• At least 5 years' experience in supporting common applications, such as Microsoft 365; proficiency with imaging solutions for hardware deployment
• Experience with providing high level executive service to all clients.
• Strong interpersonal and communication skills who can work with people at various levels of the organization. This position will interface with clients via phone, Teams, e-mail, and in-person. Demonstrated ability to concisely summarize and document client issues is required.
• Planning and executing activities using Excel and SharePoint.- Excel skills should include how to use formulas including lookups and conditional statements
• Knowledge of smartphone support and administration, e.g. iPhones and iPads. - Intune experience preferred.
• Strong skills using Service Now to create dashboards and queries to manage queues.
• Strong Level 1 network and VPN diagnosis and troubleshooting skills.
• Demonstrated analytical and problem-solving skills.

*** US Citizenship Required *** *** BS/BA in Information Systems, Computer Science or related field HIGHLY DESIRABLE *** A+, MCDST, MTA, MOS, or similar