Tier 2 - Service Desk Technician

Tier 2 - Service Desk Technician US Department of Treasury, Office of the Comptroller of Currency (USDT – OCC) Washington, DC | Onsite | Full-Time About Us Totally Joined for Achieving Collaborative Techniques (TJFACT) is a minority-owned, Service-Disabled Veteran-Owned Small Business (SDVOSB) delivering mission-focused professional services and technology solutions to the U.S. Government. Our teams support critical federal missions through collaboration, innovation, and operational excellence while building lasting partnerships with our customers, employees, and industry partners. About This Position TJFACT is seeking to hire a well-qualified Tier 2 - Service Desk Technician to support our US Department of Treasury, Office of the Comptroller of Currency (USDT – OCC) client.   Key Responsibilities * Answers questions or resolves computer problems for clients in person, or via telephone or electronically. * Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. * Handles problems that other Service Desk Managers are unable to resolve. * Identifies, researches, and resolves technical problems. * Provide technical assistance to computer users to resolve a variety of basic issues. * Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. * Documents, tracks, and monitors the problem to ensure a timely resolution. * May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. * Simulates or recreates user problems to resolve operating difficulties. * Recommends systems modifications to reduce user problems. * Maintains currency and high level of technical skill in field of expertise. * Escalates more complex problems to senior level.   Knowledge and Abilities: * Mobile Devices - Install and configure laptop hardware and components; Install components within the display of a laptop; Use appropriate laptop features; Compare and contrast characteristics of various types of other mobile devices (tablets, smartphones, etc.); Connect and configure accessories and ports of other mobile devices; Configure basic mobile device network connectivity and application support; and Use methods to perform mobile device synchronization * Networking - Compare and contrast TCP and UDP ports, protocols, and their purposes; Compare and contrast common networking hardware devices; Install and configure a basic wired/wireless SOHO network; Compare and contrast wireless networking protocols; Summarize the properties and purposes of services provided by networked hosts; Explain common network configuration concepts; Compare and contrast Internet connection types, network types, and their features; and use appropriate networking tools * Hardware - Explain basic cable types, features, and their purposes; Identify common connector types; Install RAM types; Select, install, and configure storage devices; Install and configure motherboards, CPUs, and add-on cards; Explain the purposes and uses of various peripheral types; Summarize power supply types and features; Select and configure appropriate components for a custom PC configuration to meet customer specifications or needs; Install and configure common devices; Configure SOHO multifunction devices/printers and settings; and Install and maintain various print technologies * Virtualization and Cloud Computing - Compare and contrast cloud computing concepts; and Set up and configure client-side virtualization * Hardware/Network Troubleshooting - Use the best practice methodology to resolve problems; Troubleshoot problems related to motherboards, RAM, CPUs, and power; Troubleshoot hard drives and RAID arrays; Troubleshoot video, projector, and display issues; Troubleshoot common mobile device issues while adhering to the appropriate procedures; Troubleshoot printers; and Troubleshoot common wired and wireless network problems * Operating Systems - Compare and contrast common operating system types and their purposes; Compare and contrast features of Microsoft Windows versions; Summarize general OS installation considerations and upgrade methods; Use appropriate Microsoft command line tools; Use Microsoft operating system features and tools; Use Microsoft Windows Control Panel utilities; Summarize application installation and configuration concepts; Configure Microsoft Windows networking on a client/desktop; and Use features and tools of the Mac OS and Linux client/desktop operating systems; * Security - Summarize the importance of physical security measures; Explain logical security concepts; Compare and contrast wireless security protocols and authentication methods; Detect, remove, and prevent malware using appropriate tools and methods; Compare and contrast social engineering, threats, and vulnerabilities; Compare and contrast the differences of basic Microsoft Windows OS security settings; Implement security best practices to secure a workstation; Implement methods for securing mobile devices; and Configure security on SOHO wireless and wired networks * Software Troubleshooting - Troubleshoot Microsoft Windows OS problems; Troubleshoot and resolve PC security issues; Use best practice procedures for malware removal: and Troubleshoot mobile OS and application and application security issues * Operational Procedures - Compare and contrast best practices associated with types of documentation; Implement basic change management best practices; Implement basic disaster prevention and recovery methods; Explain common safety procedures; Explain environmental impacts and appropriate controls; Explain the processes for addressing prohibited content/ activity, and privacy, licensing, and policy concepts; Use proper communication techniques and professionalism; Identify the basics of scripting; Use remote access technologies   Required Qualifications * U.S. citizen * Two (2) to five (5) + years of experience providing all facets of computer help desk support including troubleshooting, installation, maintenance, hardware support, and trouble ticket resolution tracking. * H.S. Diploma Required (Associate/Bachelors in relevant field of study valued/preferred) * Preferred certifications include CompTIA A+, Network+, MCSA, CCNA * Must possess and maintain a valid driver’s license and a satisfactory driving record.   Benefits * Medical, Dental, and Vision Insurance * 401(k) with Company Match * Paid Time Off * Paid Holidays * Short-Term and Long-Term Disability Insurance * Employee Assistance Program (EAP)   TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other status protected by applicable federal, state, or local law. We reserve the right to modify or revise job descriptions, in whole or in part. Reasonable accommodations will be made in accordance with applicable law.