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Help Desk Support Technician Tier II - OCC PC
R6280Office administrative support services it
location n/aFull-Time

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

SUMMARY

The Help Desk Support Technician II supports the shipment of hardware and peripherals to the customer base, as well as receives hardware and peripherals at the warehouse to be processed for return. You will work for a collaborative team. You will be providing customers with support for government leased assets (primarily workstations and laptops), which will include basic help desk support up to mid-level troubleshooting. Specifically, you will support an existing infrastructure of both Windows and Apple systems. Lastly, you will be required to update service tickets as they are assigned and/or need to be closed. Work is done in Washington, DC.  

ESSENTIAL REQUIREMENTS

This position requires U.S. citizenship and either possession of or the ability to obtain and maintain a Public Trust clearance/designation as per HSPD-12 requirements. 

KEY DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

Coordinates inventory movement from warehouse racks for fulfillment and/or storage.  

Images new systems, installs software and troubleshoots as needed.

Ability to interact with customers and provides customer support as needed.

Tests new software packages and hardware as needed.

Assists in the counting of physical inventory as well as tracking the amount of all inventory received or moved.

Processes return inventory, identifying damage, and placing leased inventory in proper warehouse location(s).

Checks-in inventory, affixes applicable labels and places items in quick-pull bins.

Sorts inventory according to size, type, style, color, or product code.

Maintains the work area and equipment in a clean and orderly condition at all times, following prescribed safety regulations.

Assists with the fulfillment and packing of customer orders, processing and sorting all incoming and outgoing order, as well as shipping and receiving duties including FEDEX drop offs.

Trains new staff as required upon onboarding.

Provides remote configuration support for new systems as needed.

Responds to assigned incident tickets and updates or closes upon resolution as required (Service Now).


Performs other duties as assigned.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.

EDUCATION / EXPERIENCE

High School Diploma or General Education Degree (GED) and a minimum of two (2) years of experience supporting end-users of networked computers (laptops/desktops) and their related desktop applications. Experience using Service Now, Remedy, or other ticketing system. Knowledge of and a minimum of two (3) years’ experience using the Microsoft Office suite to include Microsoft Word, Excel, Power Point and Outlook. Knowledge of and a minimum of two (2) years' experience building/supporting Windows 10 desktops, laptops and required proficiency with supporting software applications including computer utility programs, desktop management, and other desktop maintenance/troubleshooting software.

         

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

Strong interpersonal and organizational skills while working within a team environment.

Strong troubleshooting and problem-solving skills.

Knowledge of help desk processes and help desk management.

Knowledge of Active Directory.

Ability to think on your feet.

Must be Customer-focused, a self-starter, innovative, a critical thinker with strong communication skills.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to accurately log incident tickets. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.

CNI CORE COMPETENCIES 

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.

COMPLIANCE

Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.  

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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