Desktop Support Technician

On-site Desktop Support Technician support role for the GSA DIGIT XGen program in Boston, MA.

Responsibilities

• Handle on-site clerical and administrative tasks tied to desktop support operations
• Triage and resolve user issues by responding to trouble tickets
• Deliver technical assistance to users via phone, email, and instant message for:
  • Password resets
  • E-mail support
  • Directories
  • Standard MS Windows desktop applications
  • Smartphones and network connectivity
• Perform PC problem analysis and support hardware/software installation and configuration
• Work with customers daily to maintain productivity and provide individual feedback
• Manage a team by monitoring productivity and quality, providing individual feedback
• audit trail and statistical records for all reported problems and conditions

On-the-Job Support Scope

• Image and deploy end-user devices
• Troubleshoot hardware and software issues
• Support conference rooms and LAN/data center infrastructure
• Provide white-glove support across desktops, laptops, tablets, mobile devices, printers, and VOIP
• Coordinate with Network Services and other IT support groups while working directly with customers both on-site and remotely

Requirements

• U.S. Citizenship required
• Must be able to obtain and hold a Public Trust clearance

Technologies

• MS Windows
• VOIP
• LAN/data center infrastructure

Compensation & Benefits

• Hourly wage: $37.61/hour per the McNamara-O'Hara Service Contract Act (SCA) wage determination for this labor category and locality
• Health & Welfare (H&W) fringe: $5.09/hour per the applicable SCA wage determination (provided in accordance with SCA requirements)
• W2 employment with full company-sponsored benefits:
  • Medical
  • Dental
  • Vision
  • Retirement/401(k)
  • Paid leave
• Stable, long-term federal program work on the GSA DIGIT XGen contract