Help Desk - Tier II&III

Progression Inc is seeking a Help Desk – Tier II/III professional for an onsite role in Washington, DC. The position requires an active Top Secret clearance and 3 to 5 years of desktop support experience, with duties spanning desktop deployment, issue diagnosis, user guidance, IT audits, ticket management, and relocation support.

Responsibilities

• Install desktops, portable computers, peripherals, and software for networked, classified and unclassified, and standalone environments.
• Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
• Provide users with information, guidance, and instruction on the use of desktop and portable computer hardware and software.
• Analyze and assess customer service requests and deliver prompt technical solutions.
• Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.
• Prepare progress/status reports and submit to team leads as required.
• Utilize trouble-ticketing software for opening, updating, and closing tickets in a timely and appropriate manner.
• Identify and document opportunities for process improvements.
• Communicate effectively with users by telephone, electronic communications, or in person.
• Prepare equipment for reuse or manage surplus property actions.
• Provide technical support for customers located at remote locations as required.
• Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.
• Coordinate the disassembly and reinstallation of IT equipment to support office relocations and new buildings or locations.

Requirements

• Active Top Secret clearance required
• 3 – 5 years of Help Desk Tier II experience
• 3 – 5 years of installing, maintaining, and repairing desktop operating systems
• 3 – 5 years of troubleshooting business applications, desktop computer hardware, peripherals, and printers
• Bachelor's degree required, or 5 years of equivalent experience
• Physical ability to lift up to 50 lbs; capable of walking, squatting, bending, twisting, lifting, crawling under desks, reaching overhead, carrying items, and pushing/pulling carts loaded with equipment