Journeyman Computer User Support Specialist

Start Date: Immediate At EXPANSIA, we are focused on partnering with America’s top companies to acquire new talent with speed, accuracy, and a differentiated pricing model.

We pride ourselves in acquiring top talent to ensure our clients' competitive advantage.

EXPANSIA is a service-disabled, veteran-owned small business (SDVOSB) delivering exceptional strategy and technology integration services to the U.S.

Federal Government.

We support several Department of Defense (DoD) and Federal Agencies across the CONUS.

OVERVIEW Full-time/Permanent Employee Location: Hanscom AFB, MA The candidate for this position will provide technical assistance to computer users.

Answer questions or resolve computer problems for clients in person, or via telephone or electronically.

May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

The proposed salary range for this position is$41,000 - $53,500.

There are a host of factors that can influence final salary including, but not limited to, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, geographic location, education, and certifications.

Our employees value the flexibility EXPANSIA allows them to balance quality work and their personal lives.

We offer competitive compensation, benefits and learning and development opportunities.

Our unique mix of benefits options is designed to support and protect employees and their families.

Employment benefits include health and wellness programs, income protection, paid leave and retirement and savings.

RESPONSIBILTIES

Complies with ticket procedures, creating tickets immediately when contact is made with the customer, updating tickets immediately after working on the issue, and reviewing the tickets assigned daily

As part of an enterprise help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems

Comply with all ticket and call center metrics (measured in daily reports)

Review tickets assigned daily and keep customers up to date on any and all changes

Support client voice issues, to include VoIP and SIP services

Staff “split / rotational” Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs

Conducts troubleshooting and repairs over the phone remotely utilizing Dameware, and in the office when a customer is able to bring the device in, and on-site with the customer when needed.

Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions

Using Unit Software License Management procedures, install and troubleshoot authorized software for customers in a timely manner; ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory

Supports and complies with established IT procedures (team and client usage)

Support classified NSA Type-1 encryption operations - may include COMSEC key installation/coordination processes, device configurations and/or troubleshooting

Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI)

Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users

Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs

Contacts the customer organization point of contact to coordinate hardware maintenance when necessary

Implements software patches and security fixes when it cannot be done using enterprise SCCM

Support expanded / related IT project efforts as/if directed

Install, configure, and troubleshoot multi-function devices and printers

Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers

KEY QUALIFICATIONS

Clearance: Active Secret Clearance

Education and Years of Experience:High School Diploma and 1 to 5 years of experience

KEY KNOWLEDGE, SKILLS, AND ABILITIES (KSA)

DoD 8570 Certification, CompTIA Security + is required

CompTIA A+, and CompTIA Network+ certifications desired

ITIL certification desired

Windows Desktop Operating Systems (Windows 10)

Working knowledge of Microsoft Active Directory

Microsoft Office Products (O365/2016) Teams, Skype for Business, Outlook

Ability to resolve issues quickly and efficiently to comply with metric requirements

Proficient with computer, network and server hardware

Strong troubleshooting skills on both hardware and software

Leadership skills

Strong customer service skills

Strong written and verbal communication skills

Self-motivated to work on behalf of the customer, the contract and section performance

Ability to work in a team environment

Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs

Full Time

EXPANSIA is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities