We are seeking a full-time Desktop Technician to provide level 2 and desk-side support for devices including desktops, laptops, printers, scanners, and mobile devices. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for an exposure to a variety of tools and learning opportunities. You must to be able to interact with senior executives frequently and with ease. You will transition from quick break/fix tasks to long term projects frequently, displaying advanced problem-solving skills and creating novel solutions.

The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop/desktop hardware, workstation imaging, videoconference hardware/software, MS Office/Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.

Regularly employ ingenuity and creativity to develop new technical solutions and systems in order to achieve functional objectives.
• Display strong troubleshooting methodology and problem-solving skills
• Provide desk-side and phone-based support to technical and non-technical staff
• Provide white-glove technical support to the executive staff supporting the various applications including: Microsoft Office Suite, Windows, Mac, Teams, ServiceNow, Video Conferencing (Zoom/WebEx), and Custom Developed Applications
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Develop solutions to complex technical issues and problems that impact multiple area or disciplines.
• Providing technical assistance for questions and problems and break/fix issues
• Diagnose system errors and other issues
• Consult with other technical peers to assist with advanced issues
• Create and monitor tickets in ServiceNow and other work tracking tools (Azure DevOps, etc.)
• Write, edit, and revise technical documentation
• Follow up with customers to ensure full resolution of issues and assure good customer-support
• Surplus/receiving and minor transport of equipment when needed
• Train and mentor other staff members on troubleshooting and diagnosing problems

• 5+ years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support
• Familiarity with both Windows PCs and MacOS X workstations
• Proven work experience as a desktop support engineer or support technician.
• Active Directory Management experience
• Excellent written and verbal communication skills to effectively communicate in person, via phone, and via email
• Proven ability to troubleshoot and solve technical problems and create customer-focused solutions
• Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly
• NIH Experience a plus
• Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus

Education:

• Bachelor's degree in an IT-related field, but can substitute Associates degree with 10+ years relevant experience
• Microsoft MCP, Apple ACSP, CompTIA A+/ Net+ certifications are desired

Location:

• Remote

Pay Range:

• The pay for this position ranges from $45,765 to $80,000.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/