IT Desktop Support and Administration

Vision IT is a woman-owned small business that has supported DoD and Federal Sector IT initiatives for over two decades. We believe in PEOPLE FIRST, COMPASSION, and SERVANT LEADERSHIP. We work side-by-side with our clients as a trusted, long-term partner offering innovative consultation and leadership to solve pressing and complex problems. We orchestrate people, strategies, technologies, and best-of-breed business processes.

We seek a passionate, IT Desktop Support and Admin to join our team. This role involves performing routine IT system maintenance and providing daily operational support.

Key Responsibilities:

• Help Desk Support: Professionally answer calls, acting as the first responder for all IT-specific troubleshooting.
• Ticket Management: Receive and manage trouble tickets and emails. Resolve or assign tickets to Government Services IT technicians as appropriate and escalate as needed. Experience with Remedy ITSM, DHA ServiceNow, or ServiceNow is a plus.
• System Monitoring: Inform the system administrators of wide network failures when discovered and keep all stakeholders updated.
• User Support: Resolve computer-related problems for users if possible or escalate to higher level support as needed.
• Account Management: Create, move, disable accounts, and maintain records.
• Asset Management: Assist in properly disposing and documenting all government IT assets.
• Daily Operations: Resolve user desktop and application issues via phone or MS Teams.
• Software Installation: Install and configure commercial and government off-the-shelf software, including Java, Flash, DMLSS, and NAVFIT.
• Inventory Management: Assist in quarterly and annual inventory of computers and peripheral equipment.
• Hardware Configuration: Configure PCs for end users and assist in deploying and installing PCs, monitors, and printers.

Additional Duties:

• Service Calls: Receive assignments from Help Desk calls, walk-ins, emails, and IT trouble tickets.
• Service Call Tracking: Log all assistance requests and direct contact with end-users into the IT trouble ticketing system. (ServiceNow)
• Ticket Management: Initiate and close out all service tickets, keeping stakeholders informed.
• Problem Resolution: Respond, investigate, and resolve users' IT operational problems, including hardware/software issues and system administration.
• Hardware/Software Configuration: Implement configurations based on customer standards and document accordingly.
• Cabling: Assist with building equipment moves and disconnecting/reconnecting computer/system cabling. Check and advise on faulty in-house data cabling within 30 minutes of identifying the problem.

Required Qualifications:

• Active, Secret Security Clearance.
• Minimum of 1 year of experience supporting an automation effort in a helpdesk and troubleshooting capacity.
• CompTIA A within 60 days
• CompTIA SEC required
• Knowledge and hands-on experience with Microsoft Windows 10/11 and Microsoft Office.
• Strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
• Excellent communication skills and a good work ethic.
• Demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email, and MS Teams collaboration tools.
• Hands-on desktop and/or Help Desk support experience.

Preferred Qualifications:

• Microsoft Certification(s) or willingness to work and obtain them with corporate assistance.