ServiceDesk Hardware Technician at ISYS… · US-CO-Col…

Summary: ISYS Solutions, Inc. is an Engineering and Information Technology Company focused on providing Services to the Federal and State Government. They are seeking a ServiceDesk Hardware Technician responsible for installing, configuring, and maintaining operating system workstations, managing organizational inventory, and ensuring workstation data integrity. Responsibilities: - Installing, configuring, and maintaining operating system workstations in support of business processing requirements - Maintaining organizational inventory and physical accountability of equipment - Software installations and upgrades to operating systems and layered software packages - Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures - Imaging NIPR & SIPR devices to achieve optimum performance levels - Ensures workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions - Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation - Maintain a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service - Contacting customers to provide real time updates regarding their incident or service request - Maintained access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users - Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO) - Administrative privileges and experience using Active Directory - Configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices - Must be able to communicate effectively via telephone or in person - Must be able to present themselves in a professional manner - Must be willing (if needed) to commute to a different location on Peterson SFB - Ability to adapt in a fast pace and high demand environment - Performing tier 1 troubleshooting at the physical layer - Understands the functional difference and capabilities of both Android and Apple IOS systems - Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards - Comprehends and Informs user base of educated responses in network outages or degradations - Develops tier 0 implementations to ease transference of knowledge to user base - Understanding of incident management and COMSPOT reporting - Flexibility to provide services during and outside of regular business hours if requested by Government Service Owners/Teams - Comprehension of service desk Tactical Training Processes (TTP) & Standard Process Models (SPM) - Develops and promotes standard operating procedures - Conducts routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines - Must be comfortable carrying up to 35-50 lbs - General knowledge on computer functions, shortcuts and virtual environments - Experience using an ITSM tool to drive service delivery and performance - Basic Understanding of DoD environment and military rank structure Required Qualifications: - Installing, configuring, and maintaining operating system workstations in support of business processing requirements - Maintaining organizational inventory and physical accountability of equipment - Software installations and upgrades to operating systems and layered software packages - Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures - Imaging NIPR & SIPR devices to achieve optimum performance levels - Ensures workstation data integrity by evaluating, implementing, and managing appropriate software and hardware solutions - Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation - Maintain a continuous monitoring effort for all incident and service request to ensure a continuous improvement environment for quality of service - Contacting customers to provide real time updates regarding their incident or service request - Maintained access to NIPR, SIPR workstations, and all additional programs used to assist the N & NC users - Knowledge of DoD Mailbox provisioning using DOD Enterprise Provisioning Online (DEPO) - Administrative privileges and experience using Active Directory - Configuring, imaging, troubleshooting and utilizing Commercial Solution for Classified Solutions (CSFC) devices - Must be able to communicate effectively via telephone or in person - Must be able to present themselves in a professional manner - Must be willing (if needed) to commute to a different location on Peterson SFB - Ability to adapt in a fast pace and high demand environment - Performing tier 1 troubleshooting at the physical layer - Understands the functional difference and capabilities of both Android and Apple IOS systems - Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards - Comprehends and Informs user base of educated responses in network outages or degradations - Develops tier 0 implementations to ease transference of knowledge to user base - Understanding of incident management and COMSPOT reporting - Flexibility to provide services during and outside of regular business hours if requested by Government Service Owners/Teams - Comprehension of service desk Tactical Training Processes (TTP) & Standard Process Models (SPM) - Develops and promotes standard operating procedures - Conducts routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines - Must be comfortable carrying up to 35-50 lbs - General knowledge on computer functions, shortcuts and virtual environments - Experience using an ITSM tool to drive service delivery and performance - Basic Understanding of DoD environment and military rank structure - Education: Bachelors plus 1-3 years experience or HS plus 4-6 years experience - Must have a CompTIA A+ certification and a CompTIA Sec+ certification - US Citizenship is required - Active DoD Secret Clearance is required Required Skills: CompTIA A+ certification, CompTIA Sec+ certification, Active Directory Important Skills: ITIL principles, ITSM tool experience, NIPR & SIPR devices, Troubleshooting skills Nice-to-Have Skills: DoD environment knowledge, Customer communication, Professional presentation Benefits: Competitive compensation program, Comprehensive benefits package