Desktop Support

M9 Solutions•Washington, DC

1d•Onsite

About The Position

M9 Solutions is dedicated to providing IT services and solutions to the Federal Government by mobilizing the right people, skills, clearance levels, and technologies to help organizations who desire improved performance and modern, sustainable change. M9 has provided quality IT services and support to more than 30 Federal Agencies and multiple commercial customers nationwide. Our capabilities include digital transformation, software development, cloud migration, applications & infrastructure, cybersecurity, data delivery & analytics, and IT talent solutions. M9 Solutions is seeking Desktop Support to work onsite in support of a contract for a client located in Washington, DC. An active Secret clearance is required.

Requirements

Active Secret security clearance.
Associate degree or equivalent experience.
Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
Experience providing Tier 1 and 2 technical support with hardware and software.
Excellent attention to detail.
Strong working knowledge of computer terms.
Customer service operations experience.
5 years of related experience.
Strong customer service and communication skills (both written and verbal).
Excellent interpersonal skills, especially the ability to listen and understand what is being described.

Nice To Haves

One or more industry standard certifications preferred: A+, Security+, Network+.

Responsibilities

Perform systems administrative, troubleshooting, and operational duties on computer systems in response to user tickets and outages.
Support and maintain COTS and custom-designed applications. Tasks include installation, configuration, and troubleshooting.
Analyze, evaluate, and test software and hardware in response to issues identified by the client.
Provide support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.
Mitigate identified security issues.
Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot the issue. Escalate a fully documented ticket if the issue cannot be resolved.
Prepare and maintain activity and progress reports regarding support activities.
Act to coordinate activities across support agencies to deliver support services to the client. Manage and track escalations to ensure the timely resolution of client issues.
Contribute to identifying improvements in the support of hardware, software, or infrastructure-related services.
Work to meet program service level agreements (SLAs) to resolve client issues.
Provide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and visitors.
Install, configure, and troubleshoot microcomputer hardware and software systems, including servers.
Install, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers, and other devices supported by peripheral devices.
Conduct diagnostic troubleshooting and repair for microcomputer devices.
Install hardware and software applications on a myriad of computer devices.