Sr. End User Technician - Placement

Job#: 2036454

Job Description:

Position is onsite in Bluemont, VA
Contract to hire opportunity
Pay: $40-45/hr - paid weekly on W2
Qualified candidates MUST have an active Top Secret security clearance
What You’ll Get to Do:
As a Sr. End User Support Technician, you’re responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. You will be responsible for delivering professional, high-quality service directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. Sr. EUS technicians support, test and troubleshoot a variety of technologies (desktops, laptops, tablets, video teleconferencing units, print devices, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space.
Responsibilities include:
Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
Investigates and resolves all connectivity issues related to IT equipment.
Performs daily checks with customers and their support staff.
Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
Provides end user equipment life cycle replacement support.
Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
Assist with postmortem related activities and support various efforts related to operational improvements.
Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
Continuously cross-train in systems and network administration.
You’ll Bring These Qualifications:
Bachelor’s degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years’ experience can be substituted for a total of 12 years experience or an AA + 8 years)
Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
Advanced experience with Active Directory management & administration
Knowledgeable of Problem Management best practice and processes
Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
ITIL v4 Foundation certification (not required to start but expected to attain in first six months)
Ability to travel locally within National Capital Region
Able to work in confined spaces
Available to work 12-hour shifts possibly for a period of up to 30 days
These Qualifications Would be Nice to Have:
Previous DHS or DoD experience
The following certifications is highly desired:
Relevant hands-on Microsoft Windows administrator certification
COMPTIA A+, or Network+, or Security+
Cisco Certified Network Associate (CCNA)
ITIL Foundation
Knowledgeable of Problem Management best practice and processes

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.