SkyePoint Decisions, Inc.

  • Client Support Technician

    Job Location US-TX-Irving
    ID
    2019-1724
    Job Type
    Immediate Hire
    Category
    Information Technology
  • Overview

    SkyePoint Decisions, Inc. is looking for a highly motivated, team-orientated individual to support IT Operations and Maintenance to the Defense Contract Audit Agency (DCAA) to ensure every DCAA employee has reliable support and access to the DCAA’s network equipment, email systems, and shared drives and databases to successfully carry out their mission to the Department of Defense. We are currently interviewing for a Client Support Technician to support this initiative in an enterprise-level work environment.    

    Responsibilities

    • Provide end user device support to include all aspects to resolve customer incidents including, but not limited to; installing, connecting, troubleshooting, repairing, and deploying laptop/desktop hardware and all networked and non-network peripherals and software.
    • Provide troubleshooting and remedy for IT related incidents or requests escalated from the Service desk utilizing remote access, if necessary, to isolate and resolve issues, or refer the incident to the next level of support.
    • Technicians must utilize a wide range of tools to address issues, to install or reinstall software if authorized and required. If incidents cannot be resolved remotely, onsite (at employees’ office location) support will be required.
    • Support responsibilities include software installation, and configurations.
    • Performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.
    • Provide integration, testing, evaluation, configuration control, and administration of laptop/desktop systems hardware and software; perform integration and standardization of desktop hardware and software as required.
    • Perform new hardware and software testing with government approved test methods and report results to the Government.

    Qualifications

    • 4 years of experience in network attached client system and software troubleshooting and resolution focusing on Windows x86 based laptop and desktop hardware and software.
    • Expert knowledge of Windows for the workstation.
    • Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
    • Demonstrated knowledge of deploying computer hardware and software.
    • Demonstrated knowledge of a range of diagnostic utilities.
    • Demonstrated progressive experience in the management of a technical support team.
    • Demonstrated experience developing and providing Service Level Agreements and Client Support deliverables.
    • Demonstrated knowledge of Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics. Working knowledge of IT Infrastructure Library and IT Service Management frameworks
    • IAT Level I baseline certification in accordance with DoDD 8140.01 or DOD 8570 “Cyberspace Workforce Management”. This position requires compliance with DOD 8570 IAT continuing education certification for technical administrative access to government systems.
    • Shift adjustments or on-call support may be required to support operational service outages or to meet contractual service level performance requirements.  

     

    SkyePoint Decisions is an established ISO 9000:2008 certified small business headquartered in Dulles, Virginia, with local offices across the Washington, DC, metropolitan area. SkyePoint Decisions has grown into a successful federal contractor by combining industry best practices with innovative solutions that consistently meet or exceed customer requirements. We understand and integrate our customer’s technology and mission requirements to successfully deliver high quality, cost effective services on time and on budget.

     

    SkyePoint Decisions empowers a secure dynamic workforce to complete any mission -- anytime, anywhere. It’s what we call Agency Anywhere®. SkyePoint Decisions delivers Agency Anywhere® by tightly integrating our technical competencies (cybersecurity, cloud services, remote access, collaboration, system & network optimization, device management and more) to provide our customer’s operating environments with the security, flexibility, availability, and operational continuity required to enable today’s on-the-go federal workforce to successfully and securely complete any mission – anytime, anywhere.

     

    SkyePoint Decisions is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.

     

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