Responsible for creating, producing, and maintaining ticketing system reports and metrics reports. Responsible for providing reports on a scheduled basis as well as an ad-hoc basis. Will be responsible for creating and maintaining new Service Level Agreements between HQSU, QSU, RCXU and customers. Continuously look for process improvements, document and maintain standard operating procedures and workflow procedures. Responsible for performing desktop support functions at a Senior IT Specialist level part-time.

POSITION REQUIREMENTS

• Identify gaps in workflow processes and present plausible solutions to government management/leads/staff.
• Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments.
• Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
• Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
• Analyze and assess customer service requests and provide prompt technical solutions. ?h Prepare and submit progress, status and ad hoc reports to management and team leads, as required. ?h Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
• Identify and document areas for process improvements. ?h Contact and effectively communicate with users by telephone, electronic communications, or in person.
• Provide technical support for customers assigned to remote locations as required. ?h Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.
• Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.
• Ability to lift up to 50lbs, must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach, carry items, push and pull carts loaded with equipment.

EXPERIENCE/EDUCATION Required: - Five or more years of IT desktop professional experience - Demonstrated proficiency in MS Excel and data analysis tools - Demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers.

Preferred: - Bachelor's degree in discipline or equivalent experience

TS Clearance required.