Desktop Support Specialist Subject Mater Expert (SME)

Triumph Enterprises is currently looking for a Desktop Support SME 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. Provides deskside and dispatch support services at required EPA locations. Coordinates with the EISD for incident management, request fulfillment and provisioning, IMACs, and break/fix management. Troubleshoots, diagnoses, and resolves end-user device incidents and problems, through both deskside support services and by serving on the Walk-Up Service Desk, where appropriate. Provides Tier 2 AV/VTC support. Tracks the status of all incidents and requests in ServiceNow. Supports the execution of technology refresh plans. Program: EPA ESSET Responsibilities: The successful candidate will work directly with our government client and support team members to: Provides technical/management leadership on major tasks or technology assignments. Establishes goals and plans that meet project objectives. Has domain and expert technical knowledge. May supervise others. Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met. Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. Analyzes problems and provide technical assistance, support, and advice to end users for hardware, software, and systems. Possess and apply expertise on multiple complex work assignments. Answers questions, applying knowledge of computer software, hardware, systems, and procedures. Determines whether a problem is caused by hardware, software, or system. Acts as a contact for users having problems using computer software, hardware, and operating systems. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Strong customer service focus to meet the needs of internal and external customers. Professional, pleasant, and polished demeanor. Ability to work collaboratively with others. Ability to maintain confidentiality of sensitive information within and external to Triumph. Required Experience: Experience coordinating with the EISD for incident management, request fulfillment and provisioning, IMACs, and break/fix management. Experience serving as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems, through both deskside support services and by serving on the Walk-Up Service Desk, where appropriate. Experience providing expert-level, Tier 2 AV/VTC support. Experience tracking the status of all incidents and requests in ServiceNow. Experience executing technology refresh plans. Experience providing IT service management (ITSM) including enterprise service desk, deskside, engineering, and applications support; mobile devices; and electronic messaging and collaboration services. Experience following operational-level activities in a manner consistent with the ITSM framework: a. Request fulfillment. b. Incident management. c. Problem management. d. Access management. e. Event management. Experience fulfilling user requests, resolving service failures, performing routine operational tasks, performing administrative tasks (including Microsoft (MS) Windows, MS 365, Active Directory, and security management), and addressing and fixing problems and incidents to ensure a high level of efficiency and support. Experience providing responsive Tier 2 deskside and dispatch support services in support of the full life cycle of activities associated with incident management, request fulfillment and provisioning, operational logistics, installation, configuration, and break/fix management of all end-user computing devices, phones, and video conferencing equipment. Experience providing local deskside services to all on-site users to troubleshoot, diagnose, and resolve incidents and problems and fulfill requests that require touch support that cannot be resolved at the first level. Experience providing remote and deskside support for up to 400 end-users requiring assistive technology customers including SW, equipment setup and configuration, upgrades, and training on how to use assistive technologies with industry standard tools. Experience with ITIL standards and practices. Knowledge and proficiency with Microsoft Office Suite (Excel, Access, Word, PowerPoint). Excellent verbal, written, and people skills. Education Requirements: Bachelor's degree in computer science or other areas of technology and minimum of 10 years of related experience. Clearance Requirements: US Citizenship required with ability to obtain a Public Trust clearance. Desired Elements: Certified Network Computer Technician (CNCT) Security 5 Certification Microsoft Certified Desktop Support Technician (MCDST) Microsoft Certified Technology Specialist (MCTS) Experience with government contracting firms supporting the Federal government. 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.