InterImage is looking for talented a Deskside Support Technician (Tier 1 and 2) who will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities: 

Provide technical support for system users.

Assist in designing, analyzing, and maintaining highly complex enterprise infrastructure environments

Must also be able to assist with customer inquiries and have a working role on the team.

Assist in the development of performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills in order to enhance the quality of support delivered.

Utilize ITIL best practices to enhance and optimize the services provided to end users

Complete and provide regular Service Desk metrics reports

Expert knowledge in the implementation of an enterprise knowledge base and knowledge management best practices

Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.

Resolve customer issues effectively or escalate them to appropriate support tiers.

Work with management in assessing staff performance/reviews/changes.

Assist in the management of Service Desk resources for optimal performance. 

Assist in the professional and technical development of the team

Meet customer requirements for Service Desk performance.

Requirements

Clearance Required: US Department of Defense (DOD) issued Secret Clearance.

Strong customer service orientation.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Good written, oral, and interpersonal communication skills.

Ability to conduct research into PC and software issues and products as required.

Ability to present ideas in business-friendly and user-friendly language.

Highly self-motivated and directed.

Keen attention to detail.

Team-oriented and skilled in working within a collaborative environment.

Required Education and Experience: 

Required Experience: 4 - 7 years of professional experience supporting PC hardware and software systems.

Required Education: High School or GED, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE

Certification: CompTIA Security+ , and ITIL v3 Foundations AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities

ITILv3 Foundation minimum certification preferred.

 Physical Requirements: 

                   This position requires the ability to perform the below essential functions:

Sitting for long periods

Standing for long periods

Ambulate throughout an office

Stoop, kneel, crouch, or crawl as required

Repeatedly lift and carry weight up to 50 pounds

|

 

|

Must be US Citizen and hold an Active SECRET security clearance, or have the ability to obtain a SECRET.

InterImage is an Equal Employment Opportunity Employer M/F/D/V.

Job Type: Full-time

Pay: $42,000.00 - $50,000.00 per year