Help Desk Technician

Washington, DC
Full Time
Mid Level
Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional technical, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners. 

We are seeking highly skilled and detail-oriented Help Desk Technician located in Washington, DC. This position requires a range of technical tasks and skills to support the center and it's operations. 

Job Description: 
  • Documented experience with the following supported systems:
    • Laptops and desktops running Windows or macOS
    • Microsoft Office suite
    • Google Workspace (formerly G Suite)
    • Single point of contact (SPOC) help desk systems.
    • Adobe Acrobat
    • Networked printers, copiers, scanners, and individual desk-side printers
    • Avaya Voicemail System
    • NMB-specific systems, including but not limited to: Knowledge Store, Arbitration Workstation, Beyond Trust, Physical Access Control System (PACS) – CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron and Mediation Case Management System
    • GitHub
    • Cellphones (Apple (iOS) and Samsung (Android))
    • Tools –Burp suite, Certificates, CrowdStrike-, JAWS, Logs Explorer, Qualys, Uptime, WinZip, Yubikey, Lookout for Mobile Threat Defense
    • Asset Management
  • In addition to laptops, the help desk shall support NMB-supplied tablets and mobile phones for designated NMB users. 
  • Provide basic configuration and access assistance, including help with setting up email accounts, calendars, access credentials, and data encryption.
  • Configuration management duties include maintaining and documenting a Standard Operating Environment for NMB supplied devices, performing software patching and upgrades, and delivering real-time online support for remote users. 
  • Provide Support for LAN firewall, network devices, and routers that provide wireless internet connectivity for staff and guests. 
  • The contractor shall maintain a detailed log of all service requests and their resolutions in NMB-designated system. A weekly report summarizing help desk support activities shall be submitted
Qualifications: 
  • Education/Experience:  A degree in Computer Science, Information Systems, Software Engineering or other related analytical, scientific or technical discipline. A BS/BA is highly preferred.
  • Certifications: CompTIA A+ or Google IT Support Professional Certification highly preferred,  ITIL Certification highly preferred.
  • Experience: Must have five (5) years of continuous experience in performing Help Desk Support role and duties.
    • Ability to work independently and also collaborate with application developers, engineers and others.
    • Must be motivated and results oriented.
    • Must possess effective written and oral communication skills. 
  • Citizenship: Must be a US Citizen

SPECIAL NOTES 

  • This position is contingent upon contract award 
  • Salary Range: $65,000-$85,000
  • Selected candidate must be able to start within 14 days of offer acceptance 
  • Position requires on-site presence; remote work is not available 

Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

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