• Log calls and respond to Facilities Management queries.
• Use helpdesk systems such as TABS.
• Provide contract support and handle helpdesk pricing tasks.
• Ensure maintenance tasks are up to date.
• Update the CAFM system and issue reports.
• Escalate jobs and manage any complaints or issues that may arise.
• Allocate jobs to engineers.
• Understand time scales of work and locations where engineers are required.
• Understand the SLAs in place.
• Liaise with engineers and supervisors.

Skills: Helpdesk Operations, Facilities Management Support, Contract Administration, CAFM System Management, Job Allocation, SLA Compliance, Engineer Coordination, Issue Escalation

• Manage patch deployment using SCCM and Intune.
• Ensure desktop environment performance meets and exceeds committed service levels.
• Be present and visible in the Help Desk and available to users requiring technical assistance.
• Respond to incoming phone calls from staff and resolve or dispatch to other IT staff.
• Remotely assist staff with technology problems in offices and branches.
• Maintain inventory control on all laptops, desktops, and approved software.
• Triage incoming IT service requests and dispatch them to the appropriate IT work group or individual.
• Update primary tracking mechanisms such as Jira upon initial request.

Skills: Patch Management, Desktop Optimization, Help Desk, Troubleshooting, Remote Support, Asset Management, Request Triage, Jira Management

• Process incoming tickets with an immediate response, with quality and speed.
• Command of end-user technologies, walk the customer through clearing cookies or checking browser versions for issues.
• Follow up on technical help tickets submitted via phone.
• Diagnose recurring technical issues and implement solutions to address the root of the problems.
• Research and implement solutions to technical issues.
• Analyze transactions for the risk of being fraudulent.
• Correct logic errors in client or server code.
• Implement enhancements to existing systems.
• Troubleshoot laptop hardware issues.
• Provide direct end-user support or training.

Skills: Ticket Processing, End-User Support, Phone Support, Issue Diagnosis, Solution Implementation, Fraud Analysis, Code Debugging, System Enhancement, Hardware Troubleshooting, User Training

• Monitor the Helpdesk mailbox and Helpdesk Support Teams channel for user support inquiries.
• Create tickets and complete tasks as assigned by the Helpdesk Lead.
• Troubleshoot general hardware issues and perform break/fix tasks.
• Support Xbox development consoles.
• Provide software support, including proprietary internal development tools.
• Provision PCs/Laptops/Gaming Development Kits
• Install Windows OS on a wide variety of PCs and laptops for production or testing purposes.
• Provide Xbox development kits for users.
• Install Windows OS on workstations and laptops following the PC Setup Checklist.
• Provision Xbox development kits and game builds.
• Perform various physical housekeeping tasks in and around the IT area.
• Unbox deliveries and gear, as well as sort cables and equipment.
• Lift PCs and monitors onto shelves, and organize equipment and keep the area tidy.

Skills: Helpdesk Monitoring, Ticket Management, Hardware Troubleshooting, Xbox Support, Software Support, Device Provisioning, OS Installation, IT Housekeeping

• Respond to and update submitted customer tickets and requests.
• Monitor all IT systems, including servers, network, desktops, and laptops.
• Follow up on alerts and escalate if called for.
• Set up new desktops and laptops for client personnel.
• Configure and troubleshoot desktops and laptops.
• Perform Microsoft server configuration, update tasks, and maintenance.
• Monitor and maintain MS Exchange.
• Maintain storage systems, including SAN and NAS.
• Provision smartphone accounts, swap phones between employees, and troubleshoot smartphones.
• Maintain inventory database with IT assets and warranties.
• Engage third-party IT support partners.
• Escalate issues or outstanding activities requiring follow-up to the Director of IT Services.

Skills: Ticket Management, Systems Monitoring, Alert Escalation, Device Setup, Device Support, Server Maintenance, Storage Management, Mobile Support, Asset Management, Vendor Coordination

• Support end-users with daily needs.
• Set up and maintain new and existing workstations.
• Create and maintain email and spam filter accounts.
• Support and troubleshoot all software-related problems.
• Support and troubleshoot remote connectivity issues with remote desktops.
• Document all activity in the ticketing system.
• Document all important information related to IT.
• Maintain an inventory of all IT and network infrastructure.
• Update job knowledge by studying state-of-the-art tools, techniques, and computing equipment, and participate in educational opportunities.
• Protect Guardian Angels by keeping information confidential.

Skills: User Support, Workstation Setup, Email Management, Software Support, Remote Support, Ticketing, IT Documentation, Inventory Management, Skills Development, Data Security

• Provide first-level support of commonly used software, hardware, and other equipment within the organization, both on-site and remotely.
• Support local, regional, and global IT projects.
• Manage the IT equipment and organize maintenance of IT assets, including computers, laptops, mobile devices, and IT office equipment.
• Accurately log all tickets using the company-provided ticketing system and respond to all customer emails and calls on time.
• Be involved in troubleshooting and investigating problems.
• Take support tickets through to resolution.
• Ensure staff use agreed global, standardized IT Service Management processes.
• Update the internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members.
• Understand business requirements and translate these into technical solutions.
• Support local and global IT projects.
• Update the internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members.
• Provide support to internal users by answering product functionality questions via supported internal tools.

Skills: First-Level Support, Project Support, Asset Management, Ticketing, Troubleshooting, Issue Resolution, Process Compliance, Knowledge Management, Requirement Analysis, User Support

• Assist clients with Tier I issues and provide Tier II support for issues beyond subject matter expertise under supervision.
• Work and communicate with state employees and internal clients to provide information and services that meet client expectations.
• Analyze information to determine the nature and extent of client requirements and concerns.
• Serve as a liaison between clients and technical staff in the implementation and development of business process automation.
• Provide ongoing operational and user assistance to address application problems, offer on-call application support, and assist users with application operations.
• Respond to internal and external client concerns both remotely and via desk-side support.
• Receive additional training to gain full proficiency and experience in all areas.
• Perform clerical duties in support of the unit.
• Provide information and answers to inquiries from external clients regarding all aspects of a specific program area of the unit.
• Provide online and desk-side helpdesk services for all users to identify and resolve IT operational issues.
• Document service procedures for all resolutions.
• Provide end-user support, including IT incident, problem, or request tickets, for all end-user-based systems such as business and custom applications and devices.

Skills: Tier I-II Support, Client Relations, Requirement Analysis, Client Liaison, Application Support, Issue Resolution, Training, Clerical Support, Information Assistance, Helpdesk Support, Documentation, User Support

• Provide basic Command, Control, Communications, Computers, and Information Management (C4IM) Service Support.
• Support End-users with Microsoft Windows NIPRNET/SIPRNET desktops, laptops, printers, and scanners.
• Process NIPRNET, SIPRNET, and VPN account requests.
• Serve as the primary point of contact for processing VIP 119/trouble tickets assigned to the USAG Information Management Office (IMO) group by the Enterprise Service Desk or the Servicing Signal Battalion.
• Maintain NIPRNET and SIPRNET Microsoft Active Directory (AD) user and computer accounts by creating, modifying, or updating properties or groups.
• Coordinate with the ETNOSC AD Team or the ESD to troubleshoot AD issues.
• Create or update existing 119/trouble tickets.
• Enter daily work in an internal contractor ticketing system and ITSM.
• Install and configure Army NIPRNET/SIPRNET images on computers.
• Perform hardware and software additions, moves, and changes.
• Support VTC requirements, including setup, monitoring, and troubleshooting.
• Participate in mobility administration as needed by the organization, including iPhones.
• Analyze system faults, troubleshoot, and run diagnostic tests on hardware to detect problems and establish and maintain records on repairs, downtime, changes, and updates.
• Provide weekly and monthly status reports documenting work performed.

Skills: C4IM Support, User Support, Account Management, Ticketing, AD Management, AD Troubleshooting, System Imaging, Device Setup, VTC Support, Mobility Support, System Diagnostics, Status Reporting

• Create and submit monthly metrics reports or ad-hoc system reports.
• Manage client expectations while ensuring customer satisfaction.
• Provide input into the technical design and functional implementation of key initiative enhancements of the platform.
• Provide support to end users on a variety of issues.
• Deliver training for varying levels of users, including one-on-one walkthroughs and troubleshooting.
• Develop training material such as user guides, job aids, FAQs, and standard operating procedures (SOPs).
• Facilitate requirements sessions with business stakeholders.
• Understand requests for tool changes and evaluate the impacts across the system and multiple program offices.
• Assist in bridging technical and stakeholder gaps by providing the business perspective for IT-driven change.

Skills: Report Creation, Client Management, Technical Input, User Support, User Training, Training Materials, Requirements Gathering, Change Evaluation, Stakeholder Liaison

• Participate in testing data-related changes and bug fixes, including reviewing test cases, assisting with or conducting tests, developing test scripts, and reporting detailed results.
• Participate in project planning for assigned contracts.
• Develop training processes and conduct or coordinate related training.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Follow up with users to ensure resolution of issues.
• Communicate system updates and alerts to users through mass communication.
• Interact with network services, software systems engineering, and applications development to restore service and identify or correct core problems.
• Document, track, and monitor problems to ensure timely resolution.

Skills: Testing Support, Project Planning, Training, Problem Resolution, Technical Support, Issue Follow-Up, System Communication, Service Restoration, Issue Tracking

• Document all contacts within the enterprise ticketing system.
• Maintain documentation of problems and meet Service Level Agreement requirements for calls answered and resolved.
• Help provide technical assistance and support for Workflow Management services.
• Monitor and support ticket workflows.
• Review, assign, reconcile, and support the management of tickets throughout their lifecycle.
• Help coordinate with IT service providers and communicate outages and plans for recovery.
• Create and document workarounds.
• Perform basic printer support and troubleshooting.
• Perform basic network connectivity troubleshooting.
• Perform software installation processes.

Skills: Ticket Documentation, SLA Compliance, Workflow Support, Ticket Management, IT Coordination, Workarounds, Printer Support, Network Troubleshooting

• Provide tech support to customers regarding account administration, system and network status, and incident entry, among other things.
• Exchange technical information daily with a supervisor and customers.
• Work a variety of semi-routine assignments.
• Resolve technical issues via phone, chat, email, and ticketing system.
• Utilize and manage JAMF with MDM methodologies and self-service tools.
• Install and troubleshoot Apple hardware, including Mac mini, iMac, MacBook Pro, iPad, and iPad Pro.
• Troubleshoot Xerox and Sharp printers, scanners, and faxes.
• Support users requiring help with single sign-on and multi-factor authentication.
• Conduct day-to-day support activities with urgency and commitment to SLAs.
• Order equipment through IT suppliers, such as Apple and CDW.

Skills: Tech Support, Information Exchange, Issue Resolution, JAMF Management, Apple Support, Printer Support, Authentication Support, Equipment Ordering

• Support the software and hardware, ordering, handheld devices, and enabling and activating CSOS Certificates.
• Provide remote support to users via phone, chat support, email, and verbal requests to identify, research, and resolve technical problems.
• Document, track, and monitor the reported problems via Salesforce.
• Escalate important or recurring issues causing impact to Service Levels to the department's Business Analysts and Team Leads.
• Consistently meet department standards.
• Under guidance, participate as part of the project team to provide technical support, resolve issues, and plan for assigned IT functions.
• Provide customer-facing support services to internal colleagues.
• Continuously expand knowledge in at least one of the six career paths and apply it to software development, system architecture, program management, software quality assurance, and understanding and developing business solutions.
• Continuously strive to improve, support, and identify opportunities to increase efficiency and expand services.

Skills: Software/Hardware Support, Remote Support, Issue Tracking, Issue Escalation, Standards Compliance, Project Support, Customer Support, Process Improvement

• Provide Tier 2-level IT support and trouble call resolution.
• Address all issues elevated from Tier 1 support.
• Document incidents using the ticket tracking system and create and publish knowledge base articles.
• Meet established service level metrics for call response, technical support, and customer service.
• Resolve trouble calls using desk-side support, remote desktop, phone, and email.
• Respond to requests for network account modifications, including account creation, configuration, deletions, and password or PIN resets.
• Develop and maintain a computer image library for desktops, laptops, tablets, and thin client computers with system images.
• Perform computer re-imaging, assist users with data backup and restore, and install software applications.
• Set up computer systems with external monitors, switch boxes, keyboards, mice, smart card readers, printers, or other approved external peripherals.
• Assist with the set-up of IT in training classrooms and conference rooms.
• Manually install approved software, software patches, and security updates on client systems.
• Troubleshoot incidents and issues on approved software applications, computer systems, printers, scanners, and other connected peripherals.
• Maintain approved software applications, computer systems, printers, scanners, and other connected peripherals.
• Notify appropriate personnel when IT consumables, such as printer ink or toner, are low in stock and need replenishment.
• Monitor logs and automated systems for IT system outages and incidents affecting multiple end users and initiate incident response procedures.

Skills: Tier 2 Support, Incident Management, Knowledge Base, Account Management, Image Management, Software Installation, Troubleshooting, System Monitoring

• Experience providing exemplary customer service to customers.
• Excellent work ethic with a strong determination to complete projects.
• Ability to work well in a high-pressure/high-profile/political environment.
• Experience and knowledge of TCP/IP.
• Strong knowledge of Windows 10.
• Strong knowledge of Chromebooks and Google products.
• Experience working with Citrix version 7.5.
• Strong written and verbal communication skills, and attention to detail.
• Proven ability to research and learn new technologies.
• Experience with Microsoft Active Directory Services
• Strong troubleshooting skills and computer proficiency.

Qualifications: BS in Software Engineering with 5 years of Experience

• Experience providing Help Desk Support Services over the phone.
• Must be able to provide dual-language (English/Spanish) technical and non-technical resources.
• Experience supporting Windows, Mac OS, iOS, and Chromebook systems.
• Experience supporting hardware issues for Apple and non-Apple (PC’s and Laptops) Equipment.
• Working knowledge and experience with computer terminologies and concepts.
• Knowledge and experience with networking/connectivity terminologies and concepts.
• Knowledge and experience with Microsoft Office suites.
• Enthusiastic with a can-do attitude.
• Eager to learn and continue learning with ongoing training involved in the role.
• Excellent oral and written communication with the ability to transcribe conversations into tickets/emails to the end user.

Qualifications: BS in Cybersecurity with 3 years of Experience

• Previous computer technical support experience.
• Understanding of Active Directory to unlock and reset passwords.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, and supporting remote users.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook.
• Must be able to obtain one of the following CompTIA certifications: A+, Network+, or Security+.
• Experience following procedures with consistent and successful results.
• Strong verbal and written communication skills.
• Experience working in a team-oriented, collaborative environment.
• Must maintain regular, consistent, and punctual attendance at the assigned job location.

Qualifications: BS in Information Technology with 4 years of Experience

• Experience working in AS/400.
• Working knowledge of startup procedures for all computer room equipment.
• Ability to manually IPL AS/400 control language and familiarity with other programming languages.
• Excellent analytical and problem-solving skills.
• Must have excellent communication skills.
• An ability to perform the customer service standards of the department.
• Knowledgeable of the Control Act and attendant regulations, as well as company internal controls, policies, and procedures.
• Exceptional customer service skills, including the ability to convey highly technical information in easy-to-understand, non-technical terms.
• Must be highly productive, able to balance competing priorities, and meet all established productivity measures.
• Ability to adapt to a fast-changing environment.

Qualifications: BS in Computer Science with 6 years of Experience

• Prior help desk experience.
• IT support ticketing system experience.
• Solid understanding of customer service.
• Working knowledge of Remote Access.
• Ability to simplify complex problems and build solutions.
• Self-motivated, have a positive attitude, and follow directions.
• Must have a good sense of detail and be comfortable in a fast-paced environment. 
• Can communicate results succinctly and work with senior team members to understand, troubleshoot, and resolve end-user problems with the company’s IT systems.
• Able to participate in shift rotation, including days, evenings, and weekends.

Qualifications: BS in Network Engineering with 1 year of Experience

• Experience working in a help desk.
• Proficiency in MS Office 2016 and higher, including Word, Excel, PowerPoint, Skype for Business, and Outlook.
• Experience working with Mac OSX 10.7 and higher.
• Experience working with Windows 10 and higher.
• Knowledge of Active Directory 2012/2016.
• Working knowledge of Windows 2012-R2/2016-R2.
• Knowledge of Cloud-based applications (Office365/G-suite).
• An understanding of Local Area Networks (LAN), Wireless Local Area Networks (WLAN), and Wide Area Networks (WAN).
• Knowledge of Cisco and Meraki routing/switching.
• Strong, cheerful communicator with the ability to think critically and creatively under pressure.

Qualifications: BS in Data Analytics with 5 years of Experience

• IT-related support experience, preferably through progressive technical roles.
• Experience in a lead technical role or supervisory position supporting a group of 5 or more.
• Experience in system engineering in one or more areas, including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience functioning as a technical expert across multiple project assignments.
• Able to quickly and professionally identify, research, and resolve a wide range of issues relating to technology and computing systems. 
• Must embrace the entrepreneurial spirit of the small, growing organization.
• Possess high levels of self-initiative, accountability, and flexibility, coupled with a professional and strong work ethic.
• High attention to detail and follow-through.
• Ability to work with minimal supervision.

Qualifications: BS in Information Systems with 7 years of Experience

• Broad-based hardware and software support experience.
• Have a strong working knowledge of all of the components in Microsoft's Office suite.
• Able to quickly and efficiently diagnose and resolve problems with both PC and MAC, preferably one or more current Microsoft certifications.
• Able to build and maintain supportive relationships within the organization.
• Highly accurate, organized, and detail-oriented.
• Excellent customer service skills.
• Exceptional oral and written communication skills.
• Excellent technical writing and documentation skills.
• Above-average analytical and deductive reasoning skills.
• Ability to learn new technologies quickly and easily.

Qualifications: BS in Cloud Computing with 4 years of Experience

• Help Desk or Support Desk experience in a professional services organization.
• Exceptional customer service and interpersonal skills combined with excellent listening, written, and verbal communication skills.
• Proficient in the use of Microsoft Office applications (2013/2016/365) with certifications.
• Proficient in the use and support of SharePoint 2013/2016.
• Knowledge supporting Windows 10 OS, ChangePro, Metadact, Litera, Innova, Adobe, Nuance, and Mimecast. 
• Experience and/or knowledge of document management systems, such as OpenText, iManage, and NetDocuments.
• Experience deploying agents to and troubleshooting iPhone, Windows, and Android devices.
• Knowledge of running and troubleshooting videoconferencing equipment.
• Experience with Videoconferencing Software, such as Zoom, WebEx, and Microsoft Teams.
• Experience with multifactor authentication and use with Citrix XenDesktop and VPN connections.

Qualifications: BS in Systems Administration with 6 years of Experience

• Experience with Microsoft Windows Desktop Operating Systems (Windows 7 Pro, Windows 8.1 Pro, Windows 10 Pro)
• Working knowledge of Mac OS X
• Experience with office productivity software, such as Microsoft Outlook, Word, Excel, etc.
• Knowledge of basic networking and connectivity, such as DHCP, DNS, Cabling, etc.
• Knowledge of Virus and Spyware removal techniques.
• Ability to quickly diagnose and fix problems.
• Ability to open a computer and replace defective components.
• Ability to work in a team-oriented, collaborative environment.
• Exceptional written, oral, and interpersonal communication skills (Fluent in Hebrew and English).
• Exceptional customer service orientation and detail-oriented.

Qualifications: BS in Database Management with 3 years of Experience

• Technical work experience, preferably call center/help desk experience.
• Availability for on-call rotation duty.
• Knowledge of desktop operating systems, various computer applications, and basic hardware for the PC.
• Knowledge of principles and theories of network systems and management, and internet technologies and products.
• Ability to identify, troubleshoot, and resolve a wide range of technical computer-related problems.
• Demonstrated track record of offering excellent customer service over the phone.
• Effective verbal and written communication skills.
• Strong analytical problem-solving skills.
• Can work efficiently and reliably in unsupervised and varying environments.
• Ability to maintain calm and professional composure in stressful environments.

Qualifications: BS in Information Technology with 2 years of Experience

• IT experience and CompTIA A+, CompTIA Network+ certification.
• Experience working with Windows and MAC OS.
• Experience in Office 365 applications.
• High attention to detail.
• Willing to handle support both over the phone and at on-site locations to support clients' desktop needs.
• Excellent communication skills (both verbal and written).
• Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
• Ability to work under pressure to meet strict deadlines.
• Must be able to work onsite and in a laboratory environment.
• Must be willing to work overtime.

Qualifications: BS in Computer Science with 4 years of Experience

• Service support experience, including experience with customer support processes and tools.
• Functional knowledge of the Windows operating system, Microsoft Office, and Internet Explorer.
• Hold CompTIA A+ Certification.
• Help Desk or Service Desk certifications.
• Solid understanding of the principles of Quality Assurance and working with procedures.
• Adept at conducting research into project-related issues and products.
• Strong customer service, analytical, and problem resolution skills.
• Good verbal and written communication skills, as well as typing skills.
• Strong interpersonal skills and ability to relate well with all levels of the organization.
• Ability to maintain a flexible work schedule, including weekends, holidays, and all shifts.

Qualifications: BS in Cybersecurity with 5 years of Experience

• Experience serving on a telephone response Help Desk/Service Desk.
• Knowledge of Ticket Management Systems, such as ServiceNow or Jira.
• Experience with PC hardware/software desktop support.
• A positive attitude and a conscientious commitment to customer service and problem resolution.
• Windows hardware and OS knowledge.
• Apple device hardware and OS knowledge.
• Experience in SCCM and/or JAMF administration and use for centralized management of devices.
• Experience in Virtual Private Networks (VPN) with RSA Administration.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).
• Proven ability to support virtual desktops and applications (Citrix).
• Commitment to "internal client" and customer service principles.
• Excellent time management skills, with the ability to prioritize and multitask, and work under shifting deadlines in a fast-paced environment.

Qualifications: BS in Network Engineering with 6 years of Experience

• Strong background in Support Desk services.
• Experience in customer support and logical troubleshooting.
• Ability to develop proficiency in Remedy application use and reporting.
• Proficient in the MS Office suite.
• Must be able to read, analyze, and interpret scopes of work.
• Great communication skills and the ability to work with minimal supervision.
• Detail-oriented and can follow procedures.
• Ability to operate in a dynamic, fast-paced environment.
• Ability to effectively participate in training sessions, presentations, and meetings.
• Able to learn, understand, and apply new technologies.

Qualifications: BS in Software Engineering with 3 years of Experience