IT Administrator (Deskside Support Specialist)
Core
Provide Tier II and Tier III IT support services, manage incident resolution, and ensure end-user experiences in a classified federal environment.
Role type
Senior IC IT Administrator (Deskside Support)
Builds
IT support services for the Department of Commerce (DOC) under NTIA
Domain
Federal Government / IT Infrastructure
Deliverable
client delivery
Required skills
hardware/software troubleshooting, Active Directory, Microsoft Windows, ticket management, desktop/laptop configuration, asset inventory tracking, root cause analysis
Preferred skills
ITIL-based incident/problem/change management, Cisco networking equipment, VPNs, encryption devices, Security+/Network+/ITIL Foundations certifications
Technologies
Active Directory, Microsoft Windows, Microsoft Office Suite, Cisco networking equipment, VPNs, encryption devices, NTIA ticketing system
Responsibilities
Serve as first point of contact for end-users via phone, email, or in person; Diagnose and troubleshoot hardware, software, networking, and system issues; Manage and prioritize service tickets; Install, configure, and maintain desktops, laptops, printers, telephones, and related peripherals; Assist with ISCOM material handling, destruction documentation, and semi-annual inventories; Participate in root cause analysis of recurring issues; Maintain detailed technical documentation and standard operating procedures; Support asset inventory tracking, equipment refreshes, and deployment of new systems.