Computer Support Technician (100% remote)

Jacobs Engineering Group Inc.
Washington, DC
Jul 28, 2021
Jul 30, 2021
Full Time
In support of an enterprise service desk team on a 24/7/365 Operations & Maintenance support contract for the US Department of Agriculture, Food Safety Inspection Services, Jacobs is looking for a full-time 100% REMOTE WORK Tier 2 Desktop Technician to provide Tier 1/2 triage and troubleshooting support by working on the Service Desk Automatic Call Distributor (ACD) during scheduled times; provide onsite support to our customer in Washington, DC (Monday through Friday); and, monitor, triage, and escalate network infrastructure and applications issues to ensure network availability meets Service Level Agreements (SLAs). The ideal candidate must be a strong listener and communicator, team player, and able to interact and work cross-functionally. Duties/Tasks and Responsibilities: * Provide Tier 1/2 triage and troubleshooting support by working on the Service Desk Automatic Call Distributor (ACD) during scheduled times. * Troubleshoot information technology issues, including networking, system/application access, software, and hardware (ie government-issued laptops, desktops, mobile devices, and peripherals), through service calls placed to the Service Desk and through internal inquires and work requests. * Understand, analyze, and diagnose issues related to user configuration, network and security settings, hardware/software failures, etc. to resolution and achieving customer satisfaction. * Determine if an immediate resolution is available and if not escalate the ticket to Tier 3. * Provide updates to customers and management on the status of urgent, recurring, and high-profile problems. * Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner. * Applying operating system updates, patches, and configuration changes. * Installing and configuring new hardware and software. * Monitor the FSIS Network Infrastructure and Applications and escalate the issues to the proper groups. * Screen and diagnose internal inquiries and work requests as they relate to maintenance of government-issued laptops, desktops, mobile devices, and peripherals. * Diagnose, troubleshoot, and recommend fixes to connectivity issues. * Work Schedule Monday-Friday 7am-3:30pm * Must have High School degree * Must have 6 months of Help Desk and/or Network Operations Center (NOC) experience * Being flexible to change shifts with a short notice as required * Must be able to work independently. * Must possess positive, professional interpersonal skills. * Must have good communication skills via phone call, e-mail, voicemail, walkup, or Web interface * Be able to perform proper incident handling and reporting of customer issues. * Must be able to obtain and maintain a Public Trust security clearance, based on current background investigation (SBI). Clearance processing will be completed by the US Government. Factors considered for a US Government Security Clearance include, but are not limited to: US Citizenship (Required) * 2-3 years of on-site customer facing experience. * Desired Requirements (nice to have but not required): * USDA FSIS and BMC Numara Footprints ticketing system experience preferred. * Network , Security , or A certification(s) desirable. * Essential Functions (Enter essential functions that are not listed below under the relevant header): Physical Requirements: Most work will be done at a desk or computer. Work Environment: General Office environment. The work environment is fast-paced and sometimes involves extreme deadline pressures. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers. Equipment & Machines: General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment. Attendance: Attendance is critical at all times. Must be able to work a 40-hour workweek, normally Monday through Friday. However, times and days may vary depending on business requirements. Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur. Other Essential Functions: Must be able to communicate effectively both verbally and in writing Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be able to interface with individuals at all levels of the organization both verbally and in writing. Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must work well under pressure to meet deadline requirements. Must be willing to travel as needed. Must take and pass a drug test and background check as well as a motor vehicle records check. Must be a US citizen.#06022021