Client Support Technician

Delaware Nation Industries (DNI) is a prime contractor providing manpower and support IT Operations and Maintenance to the Defense Contract Audit Agency (DCAA) to ensure every DCAA employee has reliable support and access to the DCAA’s network equipment, email systems, and shared drives and databases to successfully carry out their mission to the Department of Defense. We are currently interviewing for a Client Support Technician to support this initiative in an enterprise-level work environment.

Responsibilities

Provide end user device support to include all aspects to resolve customer incidents including, but not limited to; installing, connecting, troubleshooting, repairing, and deploying laptop/desktop hardware and all networked and non-network peripherals and software.

Provide troubleshooting and remedy for IT related incidents or requests escalated from the Service desk utilizing remote access, if necessary, to isolate and resolve issues, or refer the incident to the next level of support.

Technicians must utilize a wide range of tools to address issues, to install or reinstall software if authorized and required. If incidents cannot be resolved remotely, onsite (at employees office location) support will be required.

Support responsibilities include software installation, and configurations.

Performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.

Provide integration, testing, evaluation, configuration control, and administration of laptop/desktop systems hardware and software; perform integration and standardization of desktop hardware and software as required.

Perform new hardware and software testing with government approved test methods and report results to the Government

Qualifications

4 years of experience in network attached client system and software troubleshooting and resolution focusing on Windows x86 based laptop and desktop hardware and software.

Expert knowledge of Windows for the workstation.

Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.

Demonstrated knowledge of deploying computer hardware and software.

Demonstrated knowledge of a range of diagnostic utilities.

Demonstrated progressive experience in the management of a technical support team.

Demonstrated experience developing and providing Service Level Agreements and Client Support deliverables.

Demonstrated knowledge of Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics. Working knowledge of IT Infrastructure Library and IT Service Management frameworks

IAT Level I baseline certification in accordance with DoDD 8140.01 or DOD 8570 “Cyberspace Workforce Management” This position requires compliance with DOD 8570 IAT continuing education certification for technical administrative access to government systems.

Shift adjustments or on-call support may be required to support operational service outages or to meet contractual service level performance requirements.