Desktop Support Technician in Pueblo, CO at Johnson Service Group

Date Posted: 9/9/2021

Job Snapshot

Job Description

JobID: 386186

Performs moderately complex assignments that require initiative and independent judgment in the selection and use of established principles and procedures. Performs a range of work activities in a wide variety of contexts. Plans, schedules and monitors own work within a limited time horizon, using applicable methods, procedures, tools, equipment and standards effectively with only occasional reference to others. Responds to customers’ needs, questions and concerns in an accurate, effective and timely manner and expedites corrective actions. Works with client to define timeframe requirements. Performs specific tasks while utilizing established information technology standards and methods, including:

• Field customer questions and service requests via calls, voicemail, email, automated tickets, and walk-ins.
• Resolve end user IT issues remotely, in person, or dispatch to appropriate IT specialists.
• Provide instruction to peers or customers as needed.
• Monitor customer issues and IT service delivery via customer calls and on-line monitoring tools.
• Escalate support issues to appropriate department IT manager.
• Provides end user support in a fast paced, technically challenging IT environment.
• Works at both a construction site and an office environment.
• Installs and upgrades software and performs regular maintenance on personal computers and printers.
• Documents support and diagnostic activities and accurately resolves and closes assigned trouble tickets by following customer support standards and procedures.
• Actively manages customer expectations through effective communications. Makes frequent contact with end users and customers to resolve problems and issues relating to information technology.
• Works collaboratively to assist other Service Center and Deskside Support team members, ensuring team performance goals are met.
• Spearhead service improvement initiatives, as requested by management.
• May be required (at project expense) to obtain a DODI 8570.01M Certification (e.g. CompTIA Security+) within 6 months of start date in order to service government Information Systems (IS')

Basic Qualifications:
• BA/BS in Computer Science, Information Technology or related field from an accredited college or university. OR, in lieu of a degree, 6 years of progressive, related experience (including Military Service).
• Possess the legal right to work and remain in the United States without sponsorship.
• Must be able to complete and pass a pre-employment drug screen, physical, and background check which includes verification of employment and education.
• Must be able to obtain a Department of Defense badge for access to the Pueblo Chemical Depot.

Minimum Qualifications:
• Experience in an IT role troubleshooting user issues in person and/or remotely.
• Strong workstation hardware and software problem solving skills.
• Diplomatic skills in end user communication (handle customer interactions in an accurate,
effective and timely manner, and articulate ideas clearly & concisely).
• Attention to quality, including accurate documentation of work completed.
• Must be able to work productively with little supervision.
• Must be able to physically move computers and associated hardware (up to 50 lbs without assistance).
• Related experience includes but is not limited to:
• Strong Windows workstation configuration/troubleshooting knowledge/skills
• Basic Workstation imaging techniques and software knowledge
• Competent MS Office and Internet Explorer configuration/troubleshooting knowledge/experience
• Basic IP Networking knowledge
• Basic infrastructure systems architecture concepts, configurations and standards.

Preferred Qualifications:
• Experience with ServiceNow (or other automated call center software) and multi-line phone systems.
• Experience using remote deployment tools to install and configure software, remove spyware, troubleshoot hardware and software, etc.
• Relevant IT certification preferable, such as A+, Network+, Security+, or MCP
• An active or recently expired Security Clearance (DoD, DOE)


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