IT Desktop Support Technician II

The IT Desktop Support Technician II delivers specialized Tier 2 support and hardware maintenance for Prisoner Enrollment and Verification Stations (PEVS) systems. This onsite role in Arlington, VA focuses on keeping PCs and related peripherals operational while minimizing disruptions to mission operations.

Role Overview

Under Mission and Site Support Services within the Service Delivery Line of Business, the technician provides specialized support for PEVS to support the Prisoner Operations Division. Responsibilities include maintaining and troubleshooting PEVS hardware such as PCs, fingerprint scanners, flatbed scanners, digital cameras, signature pads, and printers to help ensure the systems remain operational with minimal disruption.

Key Responsibilities

• Provide expertise in hardware maintenance and diagnostics for PEVS systems
• Perform Tier 2 troubleshooting and repair for relevant devices, excluding parts costs
• Conduct diagnostics, attempt repairs, and replace faulty devices with government furnished equipment (GFE) when needed
• Install and configure devices to sustain service levels
• Support device installation as part of managed services
• Execute asset disposition in accordance with government requirements
• Perform warranty activities for manufacturer-covered devices
• Apply experience with MACD (Move, Add, Change, Delete) processes
• Maintain strong problem-solving, customer service, and communication skills to coordinate effectively with end users and vendors

On-the-Job Support and Operations

The technician leverages hardware maintenance and diagnostic proficiency along with Tier 2 troubleshooting capabilities to configure, install, and test new hardware and applications for PEVS. The role also supports proactive monitoring and alignment with comprehensive IT support goals to maximize productivity across sites, including timely on-site or remote assistance as required.

Required Qualifications

• Minimum 5 years of experience in roles and responsibilities related to customer service or processing or intake of persons
• Bachelor's degree; 1.5 years of additional experience can substitute for 1 year of a typical degree program
• Ability to obtain a Public Trust

Compensation

The starting pay range for this position is $66,572 - $99,858 per year. Actual compensation will depend on the candidate’s relevant experience, technical skills, and other qualifications.

This position may be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation.

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and ADD insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits

Location and Role Details

Location: Arlington, VA (onsite)
Req ID: 386933