Job Description

Please note:

• This is 100% On-Site position.
• Contract Duration: 4 Years
• Place of performance: 1331 F Street NW, Suite 1000, Washington, DC 20004
• Work hours: 7:00 AM to 6:00 PM (Eastern) Monday through Friday excluding Federal holidays.

Job Responsibilities:

• Provide technical support for enterprise systems and cloud platforms such as Microsoft 365, AWS, and Google Workspace.
• Deliver help desk services through onsite support, phone, email, and remote access, including support for specialized and Section 508-compliant software.
• Log, track, and manage incidents using the organization’s help desk ticketing system.
• Support and troubleshoot desktop, laptop, tablet, mobile device, and printer issues.
• Perform proactive maintenance and apply configuration changes to supported devices.
• Troubleshoot and resolve problems with operating systems and standard business applications, including Microsoft Office 365, VPN software, and agency-specific tools.
• Maintain compliance with CISO security settings and ensure appropriate access control, audit, and network configurations are applied to all devices.
• Collaborate with the CISO to resolve security vulnerabilities and POA&M items on end-user systems.
• Ensure anti-virus tools are active, updated, and functioning correctly on all user devices.
• Perform data backup and recovery actions as requested to protect user data.
• Deploy and manage standard disk images and maintain configuration standards for operating systems, browsers, and applications.
• Periodically update standard configurations to reflect system or policy changes.
• Document and maintain records of hardware, software, and operating system configurations across all supported devices.
• Manage the full lifecycle of desktops, laptops, tablets, and mobile devices, including deployment, reconfiguration, and retirement.
• Coordinate all configuration changes through the Change Configuration Board (CCB) process.
• Maintain an Emergency Contact List for contractor, customer, and key technical personnel.
• Provide video and teleconference setup and support for two conference rooms, including troubleshooting and coordinating repairs with vendors as needed. The client supported approximately four such meetings in 2024.
  

Requirements

Basic Qualification:

• Minimum 5 years of experience as an Enterprise Services Desk Specialist.
  

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