Desktop Support Technician -SECRET - DLA ESD- OH

Defense Logistics Agency (DLA) Enterprise Service Desk Contract seeking Desktop Support Technicians for our DLA ESD program in Dayton and Columbus, Ohio. Supports Tier II level IT end user issues by troubleshooting, providing root cause analysis, and resolving Windows based IT issues in support of our customer. Utilizes customer ticket system in tracking incidents, work orders and projects related tickets aligned to ITIL best practices. Maintains end user system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, and networks; maintains procedural and process documentation.

• Work within a team environment, troubleshoot, identify root cause analysis and resolve end users IT issues for Tier II within a Windows based IT environment.
• Experience using ticketing systems such as Remedy; Ability to handle IT incidents and work orders;
• Troubleshoot and resolve IT end user issues at a Tier II level to include laptops and thin clients

• Troubleshoot, resolve errors and IT issues for end users in a Windows based operational environment
• Provide support to desktop functions including windows administration, application support and software delivery
• Provide technical support and assistance to laptop and thin client imaging, CAC PIN reset, end user tear down and setup of end user hardware
• Utilize customer ticketing system to work, update and resolve incident and work order tickets aligned to contract Service Level Agreements, policies and procedures.
• Assist in transition to new operating environments, software upgrades and hardware lifecycle replacement as needed

• Qualifications:
  • 2 years of end user desktop support to include any level of support such as Tier I, Tier II or Tier III
  • Demonstrated experience with Windows Operating Systems and applications
  • Ability to communicate in a clear and concise manner
  • Upon start of employment on contract, must meet DOD 8570 Baseline (Security+ CE); Must also have one ofthe following:1. Microsoft Technology Associate (MTA) certification (Exam 98-349)2. Microsoft Modern Desktop (MD100 and MD101)3. Equivalent Windows 10 Environment Cert or greater: Windows AZ-104, MCSA Win10 (70-697 and 70-698), MCSA (Server 2008r2, 2012, 2016) or MCSE (2012, 2016) 4. CERTIPORT IT Technical Support Specialist (Pathway includes passing 3 exams in Networking, Device Management, and Network Security.Note: retired or soon to retire certifications may still be accepted, but will require upgrade to maintain employment once removed from the authorized list.
  • Active DoD Secret Level Security Clearance