Essential Duties: MUST HAVE AN ACTIVE TOP SECRET CLEARANCE

· Experience performing service desk side support activities.

· Providing Support for laptop/desktop/workstation computers.

· Application Support

· All personal computer (PC) coordination, planning, implementation and support

· Provide technical services to operate and maintain desktops, laptops, tablets, smartphones, printers, and computer peripherals.

· Serves as a contact point between users, IT services, and the supported user organization

· Responds to escalated customer service requests in ServiceNow, updates troubleshooting steps and provides resolutions.

· Create and escalate Tier 3 tickets for all requests that fall outside the scope of work covered in Tier 2 support;

· Provide desk side support once all information is gathered and telephone consultation proves inadequate to resolve the user's problem;

· Image, deploy, troubleshoot, and fix desktop, notebook, Smartphone, and personal digital assistant computers, and any other device families deployed in the future

· Provide basic telephone support such as connecting telephones, troubleshooting phone port issues, end user support related to voicemail setup, and requesting phone or side car configuration

· Identify, create, and update standard operating procedures for all Tier 2 activities

· Creating, updating and closing out tickets for all support requests coming into the help desk.

Minimum Experience, Education and Certification

· 3+ years experience in a help desk environment providing excellent customer support

· Experience maintaining desktop computers, notebooks, tablets, smart phones, computer peripherals, and other similar devices

· Experience with Microsoft Office, Microsoft Outlook, Microsoft Project, Tableau, Adobe Creative Suite including Photoshop, and Adobe Acrobat Professional

. Excellent communication skills

Physical Requirements:

While performing the duties of this job, the employee will operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. The person in this position frequently communicates with end-users, Must be able to exchange accurate information in these situations. Must be able to remain in a stationary position 95% of the time.

Work Environment:

Work primarily in a climate controlled environment with minimal safety/health hazard potential. Sedentary, sitting, walking, occasional lifting (overhead waist level from floor), bending, frequent near vision use for reading and computer use; frequently fast paced environment.

This is not a comprehensive list of duties. Duties may change without notice in management’s sole discretion.