Provide Tier 2 IT operations and end-user support for DHS environments. The resource will support daily operations, troubleshooting, installation, configuration, and maintenance of desktop hardware, software, peripherals, and related IT services.
Key Tasks & Responsibilities
Key Responsibilities
- Install, configure, test, troubleshoot, and maintain workstations, laptops, peripherals, and software.
- Respond to and document incidents and service requests through the ITSM tool.
- Perform hardware/software troubleshooting and replacement.
- Provide walk-up and on-site end-user support.
- Provide after-hours, night, and weekend support as required, including during operational or emergent situations.
- Maintain documentation and operational records.
- Support other IT operations activities as assigned.
Education & Experience
Minimum Qualifications
- Bachelor’s degree or equivalent combination of education and experience.
- 6 years of relevant IT experience.
- Experience supporting Windows desktop/laptop environments.
- Experience with hardware/software installation, configuration, troubleshooting, and maintenance.
- Experience working with an IT Service Management (ITSM) tool and incident/service request management.
- Knowledge of ITIL or comparable IT service management practices.
- Strong customer service and communication skills.
- Ability to provide on-site support within the NCR as required.
- Ability to provide night, weekend, holiday, or after-hours support as needed.
Certifications
- Preferred: ITIL certification and relevant technical certifications.
Security Clearance
- Candidate must possess DHS Suitability background investigation or be eligible to qualify for DHS Entry of Duty background investigation followed by DHS Public Trust Clearance
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- None
$75,000 - $85,000 a year
The offered rate will be based on the selected candidate’s knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position.
IND1
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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