Senior Workstation Specialist (Government)
We believe that every Team Member makes a difference at Integrated Computer Solutions, Inc. (ICS). ICS is a growing, veteran owned, business with the Corporate Office located in Montgomery, Alabama. We support IT contracts for federal, state, and municipal entities as well as private industries across the U.S. and overseas. The team takes pride thriving in a company culture made of uncompromising integrity, drive to get stuff done, grit, selfless service, and excellence.
Job Details:
Serve as a Senior Workstation Specialist functionally responsible for providing technical solutions for NDU with support provided at Ft. McNair, Washington DC. Workstation Specialist is responsible for diagnosing and providing technical solutions for incoming end user inquiries and issues related to computer systems, software, and hardware. In this role, the Workstation Specialist Senior will serve as a support function for customer concerns and act as the technical team lead for the Tier 2 functions.
Essential Functions / Responsibilities:
- Responsible for providing technical support Provides support to Service Desk staff and end users for either PC, laptop, printer, or hardware issues
- Provide accurate and timely solutions to customer computer problems of moderate to complex nature to ensure Service Desk end-user productivity for either PC, laptop, printer or hardware issues
- Complete documentation as required to record, track, and monitor issues to ensure a timely resolution, maintain service, configuration, and/or installation history.
- Serves as technical expert to maintain functionality and execute duties needed to complete service installation, configuration, and/or break/fix requests.
- Interact effectively with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- Participate in the evaluation of technology and assist with equipment evaluation and standards other team members to Create and review knowledge base articles for Tier 0 support
- Simulate or recreate user problems to resolve operating difficulties and take a proactive approach to problem recognition, research, isolation, resolution, and follow-up steps
- Provide feedback and data to recommend systems modifications to reduce future user problems and enhance the end user performance across the institution.
- Troubleshoots technical issues and recommends changes in Service Desk application screens
- Monitor incident queues for issues and frequency to identify trends in trouble tickets for organization-wide resolution
- Successfully complete all training requirements as assigned or as necessary by the position, to include but not limited to security training and certifications and compliance with all safety and security standards and perform other duties/projects as assigned
Competencies:
- Technical Capability
- Ethical Conduct
- Collaborative Approach
- Problem Solving
- Detail Oriented
- Communication Proficiency
Education and Experience:
Required
- High school diploma or GED, and
- Minimum of 3 years IT Help Desk Support experience, and
- Advanced understanding of IT support and technical knowledge
- DoD 8570 IAT certification(s) Security+ certification
- Strong customer service skills
- Secret Security Clearance
Preferred
- Windows certification preferred
- Mac experience preferred
Integrated Computer Solutions Inc (ICS) is an Equal Opportunity Employer. ICS will consider applicants for positions without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, physical or mental disability, genetic information, protected veteran, veteran status or uniformed service-member status, or any category protected by applicable federal, state, or local law.
