About the Role
Serve as the primary point of contact for employees needing technical help with computer systems, applications, and network access. Use established procedures to troubleshoot, document, and resolve incidents efficiently while ensuring minimal disruption to operations.
Responsibilities
- Respond to incoming support requests via phone, email, or ticketing system
- Diagnose and resolve hardware and software malfunctions
- Assist users with login and password recovery procedures
- Install, configure, and update desktop and laptop computers
- Support peripheral devices including printers, scanners, and docks
- Troubleshoot network connectivity issues on local and wireless networks
- Escalate complex technical problems to higher-tier teams
- Document all support interactions in the incident management system
- Follow standard operating procedures for common technical issues
- Assist with deployment of software updates and patches
- Provide guidance on secure computing practices
- Support remote access solutions for off-site users
- Verify system functionality after repairs or changes
- Maintain inventory of IT equipment and software licenses
- Coordinate with vendors for hardware repairs and replacements
- Assist in onboarding new employees with IT setup
- Follow change management protocols for system modifications
- Report recurring issues for root cause analysis
- Maintain confidentiality of sensitive system and user data
- Adhere to federal compliance and cybersecurity requirements
Work Arrangement
On-site
Team
IT Support Team
Security Clearance
Must be able to obtain a federal background investigation
Work Location
Arlington, VA
Not available
