Desktop Support Specialist (Journeyman)

Triumph Enterprises is currently looking for a Desktop Support Specialist (Journeyman) to join a contract with a federal government client with an important mission. In this role, you will have the opportunity to work with a great team while serving a fulfilling mission. The Desktop Support Specialist will provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, network printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users). Responsibilities: The successful candidate will work directly with our government client and support team members to: • Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems. • Provide deskside assistance to resolve technology issues. • Provide how-to knowledge transfer to users on computer-related issues within Agency and contractual boundaries. • Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs. • Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff. • Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex issues. Must know when to escalate issues not resolved at this level to management. • Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention. • Ensure all Incident tickets are resolved, and Service Requests completed, within documented service levels. • Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problems. • Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs. • Possess excellent presentation, and verbal and written communication skills. • Provide technology refresh support as needed. • All other tasks as assigned. Qualifications: • Strong interpersonal skills required. • Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously. • Must be able to work independently and be self-motivated. • Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. • Ability to communicate professionally, both orally and in writing, with customers, vendors, management, and coworkers are crucial. • Moderately heavy lifting (computers, monitors, network printers, etc.) is required. Required Experience: Experience with ServiceNOW ticketing system. Experience with Bomgar desktop remote application. Minimum 2 years' recent experience providing in-person desktop support to end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software. Minimum 2 years' recent experience supporting Windows 10 and Microsoft Office Suite (Office 365), and using Active Directory in a domain environment. Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus Experience supporting audio/video and video teleconferencing equipment a plus. Education Requirements: High School diploma and 4-6 years of Desktop Support Clearance Requirements: US Citizenship required with ability to obtain a Public Trust clearance. Desired Skills: • CompTIA A Certification and/or Microsoft Certified Desktop Support Technician Work Environment: • This job is 100% on-site at a customer site and is performed indoors in an office setting. • This position requires the ability to move, carry, lift, push, and/or pull up to 45 pounds, as well as climb under/around cubicles, desks, and offices for cable management. Triumph is a service disabled veteran-owned small business (SDVOSB) specializing in Cybersecurity, Business Intelligence, Analytics, and Data Visualization, Program Management, Acquisitions Support, Engineering, and IT Service. Incorporated in Virginia in 2005, Triumph has risen to meet the Federal Government's growing need for protecting critical infrastructure and key resources, problem solving using business intelligence, and providing acquisition and program management expertise; while cultivating a track record of success. Our pursuit of excellence is driven by an emphasis on Client Focus, Integrity, Imagination, and Employee Engagement - the Core Values that motivate and inspire our leadership, business practices, and company culture. For more information on Triumph, visit http://triumph-enterprises.com/. COVID Policy: New employees will be required to adhere to the Company's and its clients' COVID-19 safety procedures. In the event that the COVID-19 vaccination mandate for Federal Contractors is enforced, you must become fully vaccinated or request and be approved for an exemption. Employees working onsite at a client location must comply with our client's COVID-19 requirements. We are an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status.