IT Hardware Technician

Job ID: 2203163

• Candidates will be a key part of a team of IT professionals who provide hardware and software support for the FAA ISC.
• Duties include diagnosing and resolving user reported issues including desktops, laptops, network connectivity, Windows OS issues and much more.
• Applicant will provide tasks such as preparing end user devices for deployment, installing and configuring equipment, troubleshooting issues, and managing ticket queues.
• Excellent interpersonal and communication skills, both oral and written are required for customer interactions.
• Strong initiative, teamwork and problem solving skills are also required.

• Handle service inquiries and problems to include performing customer support activities involving the installation, modification, and repair of desktop PC, telephone, and peripheral equipment and systems.
• Conducts installation and testing of equipment to ensure proper working order.
• Isolates equipment start-up malfunctions and takes corrective action.
• May make technical presentations and has a strong knowledge of products.
• Represents the company in a customer support role and is responsible for customer's satisfaction with equipment and servicing.
• Use remote control tools to assist end users when needed
• Build and configure PCs and laptops for deployment to users
• Loading and configuring end user device software
• Create and/or update tickets with details of worked performed to restore service or satisfy customer request in ticket tracking system
• Act as Tier II agent when additional subject matter expertise is required, performing analysis and actions at the direction of higher Tiered support agents, as required
• Work with the customer, users, and other supporting engineers to effectively analyze user requirements, user stories, and operations concepts and apply IT solutions to identified issues
• Act as a technical resource to others to resolve problems, errors, or other related issues
• Anticipate customer needs and proactively identifies solutions
• Provide feedback and insight to enable development of user training guides and videos

• High School and eleven (11) years experience performing in a technical role; Associates Degree in related discipline and ten (10) years related experience OR, Bachelors Degree in related discipline and three (3) years related experience.
• HDI-DAST Certification or the ability to obtain a HDI-DAST certification within 60 days of hire.
• Prior Help Desk Support / Desktop Support experience
• Windows 10 experience
• The ability to work independently with minimal supervision and professionally represent the program
• Highly motivated individual willing to learn and apply new concepts, tools, and software
• Good verbal and written communication skills, especially with other organizations
• Initiative
• Good problem solving and troubleshooting skills
• Ability to work effectively in a team setting

• The ability to obtain an Interim Public Trust clearance prior to starting work.

• A+, or other technical certification
• Customer friendly attitude