Desktop Support Technician

Overview:

DecisionPoint seeking a Desktop Support Technician to provide technical support to the Department of Interior, Bureau of Land Management (BLM) Information Technology Operation Support Services. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. 

This position is onsite. 

• Diagnosing and resolving routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components.
• Providing technical assistance and solutions to customers as well as other IT staff or contractors.
• Collecting specific and detailed information from reference sources, software utilities, or customers.
• Performing basic troubleshooting of networks, web pages, desktops/laptops, and mobile devices.
• Utilizing the Service Desk ticketing system to document all work, progress, and resolutions.
• Educating customers on new processes and procedures.
• Ensuring tickets are promptly assigned and processed.
• Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets.
• Contacting customers and resolving tickets within SLA timeframes.
• Utilizing only BOR approved remote support tools such as Bomgar, Remote Assist Launcher, Microsoft Remote Desktop, to provide remote customer support.
• Following up with customers to ensure accurate solution and customer satisfaction before closing each ticket.
• Ensuring tickets are closed promptly when issues are resolved.
• Continual asset management including wiping, excessing equipment, equipment tracking.
• Ensuring all work performed adheres to all BOR IT security policies.
• Accomplishing administrative tasks such as required contractor training and filling out required forms in a timely manner

• High School degree
• A minimum 3 years of experience
• Ability to obtain a Public Trust
• Computer imaging knowledge
• VTC/Conference room troubleshooting and support

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.