Desktop Publishers

Summary About the Position: This position is a DOD Cyber Excepted Service (CES) personnel system position in the Excepted Service under 10 USC 1599f. Employees occupying CES positions are in the Excepted Service and must adhere to U.S. Code, Title 10, as well as Department of Defense Instruction 1400.25. This position is located at the Fort Huachuca, AZ installation. Responsibilities Performs work as a System administrator working independently or as a team member of the Server Management Branch. Manages VMware Server Virtual Infrastructure by maintaining its operability and performance. Manages VMware Virtual Desktop Infrastructure by maintaining its operability and performance, updating and deploying virtual desktops. Manages Rubrik Backup Appliance by maintaining its operability and performance and ensuring it successfully backups all servers. Manages and maintains Microsoft Configuration Manager (MCM) by maintaining its operabiltiy and performance and deploying software, patches and operating system upgrades. Maintains various servers by creating system documentation, upgrading operating systems, applying patches, configuring security settings, monitoring operability and performance, and troubleshooting and repairing system failures. Manages Cisco ISE Appliance by maintaining its operability and performance and ensuring authentication policies are in place and working to authenticate all systems. Requirements Conditions of Employment Qualifications This position is in the Professional Category at the Full Performance Level within the CES Occupational Structure. Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. See Proof of Eligibility for an extensive list of document requirements for all employment authorities. Current Army Cyber Excepted Service (CES) Employee Current Army Defense Civilian Intelligence Personnel System (DCIPS) Employee Current Department of Army Civilian Employees Army CES positions apply Veteran's Preference to preference eligible candidates, as defined by Section 2108 of Title 5 U.S.C., in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement". If you are a veteran claiming veterans' preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package. In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience. To qualify based on your experience, your resume must describe one-year of specialized experience that demonstrates the possession of knowledge, skills, abilities, and competencies necessary for immediate success in the position. Such experience is typically in or directly related to the work of the position to be filled. Specialized experience would be demonstrated by Assisting in the analysis, design, development, implementation, and/or operation of integrated servers and peripheral devices, such as, tape drives, backup solutions like Rubrik, and network printers, switches, hubs, routers, and Cisco ISE; Maintaining operations of software and hardware, and virtual environments, such as, Hyper-V and VMWare; Preparing, coordinating, submitting, and/or tracking work orders within the scope of command policies and regulations. The specialized experience must include, or be supplemented by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates each of the four competencies, as defined: (1) Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others. (2) Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Examples of IT-related experience demonstrating this competency include: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation. (3) Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Examples of IT-related experience demonstrating this competency include: convincingly conveying complex information to customers; presenting thoughts that are well-organized and demonstrating confidence in the facts and ideas; adjusting style when working with individuals with different levels of understanding; using various methods to explain and convey information. (4) Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. Examples of IT-related experience demonstrating this competency include: solving complex or sensitive problems by developing and proposing strategic alternatives; identifying possible conflicts and shared benefits; helping team anticipate problems and identifying and evaluating potential sources of information; providing feedback and coaching to others to help solve problems; engaging appropriate stakeholders when developing solutions in order to understand and incorporate multiple perspectives and needs; evaluating the effectiveness of decisions and adjusting future decisions as appropriate. Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. Education Additional Information If you are a current federal career/career-conditional employee, you will be placed on an excepted appointment. Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Registration. You will be required to provide proof of U.S. Citizenship. Direct Deposit of Pay is required. Must be able to obtain and maintain a Secret security clearance. Incumbent (or Selectee) is required to satisfactorily complete the appropriate training and obtain the required certification/recertification for this position as outlined in DoDM 8140.03 Cyberspace Workforce Qualification and Management Program dated 15 February 2023. Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees. If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet. This is a(n) Digital Technology Career Field position. Multiple positions may be filled from this announcement. Salary includes applicable locality pay or Local Market Supplement.. Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

This position is primarily remote, with occasional visits to a local office or our corporate headquarters for team-building, training, and collaborative project work. These on-site sessions are designed to strengthen connections, share insights, and ensure a seamless experience for our team and customers. Equipment pick-up from a local branch will be required. We will provide advance notice whenever on-site attendance is required, making these times purposeful and rewarding.

**Overview**

The Sr. Desktop Support Representative troubleshoots applications. The Sr. Desktop Support Representative communicates and supports employees with all applications-related issues.

**Responsibilities**

+ Supports and troubleshoots application, network, and hardware problems

+ Documents and trains users on common problems and related solutions

+ Triages and resolves critical escalated IT issues for developers and engineers

+ Works closely with development team, attends stand ups, discusses critical issues, helps resolve and track software bugs

+ Develops and maintains strong professional relationships with counterparts of engineering and customer support departments

+ Monitors and manages alerts related to application and system procedures; uses monitoring tools to understand and provide services proactively

**Qualifications**

+ High school diploma or equivalent

+ Minimum of 3 years of computer hardware/software support experience with mac and Windows Operating Systems

+ Experience with Google apps and Okta

+ Advanced technical and application troubleshooting abilities

+ Knowledge of Linux/Unix operating systems is preferred

+ Familiarity with Salesforce, ServiceNow, Okta, Jira, Dizzion, or inContact is preferred

+ Strong organizational, planning, and reporting skills

+ Demonstrated presentation and facilitation skills

+ Knowledge of business processes

+ Intermediate keyboard skills; Microsoft Excel and Word

+ Ability to work independently and as part of a team

+ Excellent communication skills; ability to communicate effectively over phone, email, and chat

+ Ability to work rotating on-call shifts

**Recruiter:**

Kristina Sedjo ([email protected])

_Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed._ _Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower._ _Please speak with your recruiter to learn more._

_Starting salary/wage for this opportunity:_

32.04 to 38.46

Sunrun provides a variety of benefits to employees, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Other rewards may include annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards. Compensation decisions will not be based on a candidate's salary history. **_Please note: Employee benefits do not apply to our Fusion and Street Sales roles, which are 100% commission-based, (1099-NEC) positions._**

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at [email protected] .

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

Location: Information Tech Services

Regular/Temporary: Regular

Job ID: 608244

Full/Part Time: Full-Time

Workplace Culture

NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

https://nau.edu/president/strategic-plan/

Special Information

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

• This position is an on-site position which requires the incumbent to complete their work primarily at an NAU site, campus, or facility with or without accommodation. Opportunities for remote work are rare.
• This position might require work during evening and weekend hours, and the work schedule can vary somewhat depending on the needs of the department.

Job Description

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

Information Technology Support Services is seeking an Information Technology Support Analyst to join our Service Desk Team. This position serves as a central point of contact for technology support for NAU students, faculty, staff, and affiliates. The successful candidate must be customer service focused, outgoing, and enjoy working on a team in a fast-paced environment.

IT Support Analyst, Intermediate

Technical Support - 55%

• Under general direction of the IT Manager of the ITS Service Desk, this position will serve as the central point of contact to assist customers with questions and problems via telephone, email, chat, and in person in a 24x7-support during regular, evening, and weekend hours, and a rotation of on-call.
• This position has the main responsibility of providing support to on-campus, statewide, national and international students, faculty, and staff with university-sanctioned applications, operating systems, Internet, and other applications.
• This position is also responsible for supporting the Student Technology Center in-person support service point, computer repair service, and network connectivity within the residence halls, as well as general technology support within Cline Library.
• Perform diagnostics, installation, replacements, and repair on hardware, software, and networking on university owned equipment and on a wide variety of students' Windows and Macintosh computers. Monitor and assist student employees who perform these duties.
• Provide support of technology security issues including secure connections, phishing incidents, compromised account remediate, and device lockouts.
• Coordinate Tier 2 support requests, investigating, and providing resolutions for calls that have been escalated from student staff due to the complexity of the issue.

Communication and Collaboration - 20%

• Coordinates service outage situations between technical and other support team as necessary including escalation for major situations.
• Work closely with other members of the Service Desk team to provide outstanding customer service to the campus community.
• Must be sensitive to cultural diversity and accessibility issues to communicate and interact effectively with customers.
• Work closely with the other IT Professionals on campus to resolve issues that arise.
• Provides guidance, training, and mentorship to student staff; may include assisting with student employee hiring, management, and evaluation.

Documentation and Reporting - 10%

• Prepare and update Service Desk documentation for the public web site, on campus presentations and internal documentation for the Service Desk knowledgebase.

Industry Knowledge and Technical Skills - 10%

• Remain current with new technologies that pertain to technology support in higher education.

Other - 5%

• Perform other duties as assigned.
• On-call duties may be required for this position.

IT Support Analyst, Senior

Technical Support - 50%

• Under general direction of the IT Manager of the ITS Service Desk and the Director of the ITS Service Desk, provides faculty, staff, and student IT support, over the phone, through email, in-person, and using remote access tools in coordination with the ITS Service Desk during regular, evening and weekend hours, and a rotation of on-call.
• Provides support to on-campus, statewide, online, and international students, faculty, and staff by demonstrating advanced knowledge of modern operating systems and university-supported applications.
• Serve as the central point of contact to assist customers with questions and problems via telephone, email, and in person in a 24x7-support structure.
• Serve in a senior position that investigates and provides resolutions for support requests that have been escalated from intermediate staff due to the complexity of the issue.
• Provide in-person support for student-owned mobile devices including smartphones, tablets, streaming media devices, and gaming consoles within the NAU Campus Living Communities.
• Investigating and troubleshooting wireless and ethernet connectivity and when necessary, coordinating customer solutions with the ITS Network Operations Center team.
• Serve in a senior position with the responsibility of supporting the Jacksprint (Student facing printing) student. Responsible for investigating and providing recommendations for printer upgrades, determining Jacksprint locations, and acting as a Papercut administration.
• Perform diagnostics, installation, replacements, and repair of hardware, software, and networking components on university-owned equipment and on a wide variety of student-owned computers. Monitor and assist student employees who perform these duties.
• Provide support of technology security issues including secure connections, phishing incidents, compromised account remediate, and device lockouts.
• Coordinate Tier 2 support requests, investigating, and providing resolutions for calls that have been escalated from student staff due to the complexity of the issue.

Supervision and Leadership - 20%

• Responsible for the supervision and daily management of 15-20 student employees who provide support during and outside of standard business hours, including assisting other senior-level staff and IT Manager with hiring, training, goal setting, and evaluations.
• Provides guidance, training, and mentorship to less experienced full-time staff members to be effective and compliant in their work.
• Represent Information Technology Services and the ITS Service Desk at New Student Orientation, Discover NAU, and NAUSaidYes events. Provide technical leadership in the annual Undergraduate Symposium planning and event day support.

Communication and Collaboration - 15%

• Coordinates Tier 3 Problem/Outage situations between technical and other support team as necessary including escalation for major situations.
• Work closely with other members of the Service Desk team to provide outstanding customer service to the campus community.
• Inform and train co-workers on current technologies and solutions to new or ongoing issues.
• Coordinates communication between various members of the service desk or technical support areas, along with the entire NAU IT department.
• Must be sensitive to cultural diversity and accessibility issues to communicate and interact effectively with customers.
• Collaborate with Cline library staff and the other IT Professionals on campus to resolve issues that arise.

Documentation and Reporting - 5%

• Prepare and update Service Desk documentation for the public web site, on campus presentations, and internal documentation for the Service Desk knowledgebase.

Industry Knowledge and Technical Skills - 5%

• Remain current with new technologies that pertain to desktop support in higher education.
• Maintains functional expertise across all relevant operating systems, hardware, software, and other job-related technology.
• Conducts broad research in other emerging technologies and support trends in higher education.

Other - 5%

• Perform other duties as assigned.

Minimum Qualifications

IT Support Analyst, Intermediate

• Bachelor's degree in related field; AND,
• 2-4 years of relevant experience; OR,
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

IT Support Analyst, Senior

• Bachelor's degree in computer science or related field; AND,
• 3-5 years of relevant experience; OR,
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

IT Support Analyst, Senior

• Experience consulting with, training and advising, and developing advanced solutions for end-users in a mixed platform environment.
• Experience providing direct and indirect computer hardware, software, and mobile device support to end-users in a mixed platform environment.
• Advanced knowledge and experience in Windows and Macintosh operating systems.
• Advanced knowledge and experience with NAU supported software packages, including the campus LMS system.
• Advanced knowledge and experience with providing networking support to BYOD and mobile devices including streaming media devices, smart home devices, and gaming consoles.
• Experience with Google Workspace for Education and Microsoft 365.
• Experience using remote support tools.
• Experience supporting iOS and Android mobile devices.

Knowledge, Skills, & Abilities

IT Support Analyst, Intermediate

• This position requires a self-motivated, energetic, professional, and personable individual to meet the daily demands of servicing a large and varied customer base in support of a wide variety of technology.
• Experience in providing the highest level of customer service.
• Strong communications skills, both verbal and written.
• Technical aptitude and the ability to quickly learn new technologies and be able to provide support.
• Experience in contemporary Windows and Macintosh operating systems.
• Experience with NAU supported software packages, including the campus LMS system.
• Experience with Google Workspace for Education and Microsoft 365.
• Experience with BYOD and mobile devices.
• Experience with Microsoft Exchange.
• Experience working in a Windows Active Directory environment.
• Knowledge of desktop security issues.
• Experience writing technical documentation.
• Experience presenting to large and small groups
• Strong organizational skills and the ability to prioritize several projects and tasks at a time.
• Ability to work efficiently in a team setting managing multiple tasks and dealing with potentially highly stressful situations.
• Experience working within a culturally diverse environment.

IT Support Analyst, Senior

• This position requires a self-motivated, energetic, professional, and personable individual to meet the daily demands of servicing a large and varied customer base in support of a wide variety of technology.
• Experience in providing the highest level of customer service.
• Experience supervising and mentoring a large support team of less experienced technicians.
• Must communicate effectively both verbally and in writing with a variety of audience types using different mechanisms including informal updates, formal presentations, and other analytical and technical documents.
• Proven leadership skills with strong sense of ownership and urgency.
• Technical aptitude and the ability to quickly learn new technologies and be able to provide support.
• Experience maintaining printer inventory and hardware.
• Experience with Papercut administration.
• Experience working in a Windows Active Directory environment.
• Experience working within a culturally diverse environment.
• Must be able to apply creative and critical thinking to the work environment during high demand fast paced stressful times.

Background Information

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an https://in.nau.edu/police-department/annual-security-and-fire-safety-reports/.. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the https://in.nau.edu/police-department/annual-security-and-fire-safety-reports/. is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary

IT Support Analyst, Intermediate

• Salary range begins at $58,882. Annual salary commensurate with candidate's qualifications and related experience.

IT Support Analyst, Senior

• Salary range begins at $67,714. Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

This is a Classified Staff (CLS) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System; paid vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the https://in.nau.edu/Human-Resources/Benefits/. Classified Staff employees are in a probationary status for their first six months at NAU. NAU is a tobacco and smoke-free campus. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees arehttps://in.nau.edu/human-resources/benefits/ on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. Additionally, new employees will begin participating in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, on the first of the pay period following 6 months after the new employee's start date.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. https://in.nau.edu/human-resources/orientation/ includes courses to be completed within the first 30 days.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Application Deadline

February 17, 2025 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the https://in.nau.edu/human-resources/or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, http://[email protected], or PO Box 5633, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

https://in.nau.edu/Human-Resources/Posters-Required-by-Law/

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.

To apply, visit https://apptrkr.com/5930879

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jeid-de006ad651ebc84aa6700722b271fe39

Description

Performs some or all the responsibilities of IT Support Computing Analyst II Provides advanced technical support to end-users including troubleshooting hardware and software issues diagnosing network problems and resolving connectivity issues Installs configures and maintains desktops laptops and mobile devices while keeping them uptdate and secure Assists in managing software installations updates and licenses and troubleshoots software problems Monitors troubleshoots maintains and optimizes the campus network to ensure connectivity Conducts hardware maintenance repairs upgrades and diagnose/replace faulty components Trains and guides faculty staff and students in using technology resources effectively and securely Maintains records and documentation of hardware and software inventory user requests and issue resolutions Collaborates with other IT teams to implement and support institution wide IT projects such as system upgrades and new technology initiatives Assist in maintaining the security of IT systems and data including implementing security policies antivirus software and user access controls Stays up to date with technology trends and evaluates new technologies and solutions that may benefit the institution Description: • Provide technical support to active faculty/staff/designated campus colleagues to address information technology issues with applications, hardware, and the network. • Recommends system modifications to reduce user problems. • Manage/administer organization units (OUs) through Active Directory for supported units. • Management/support of the O365 environment for supported units. • User management using Grouper. • Acts as liaison between users and other technical units. • Coordinates configuration/installation and general troubleshooting of applications and software. • Provide user administration & permissions for enterprise systems. • Additional duties as assigned.

Skills

Desktop, Windows 10, Support, Troubleshooting, Active directory, Customer service, Office 365, Mac, ios, documentation process, ticketing system, Technical support, Hardware, Printers, Service desk, Servicenow

Top Skills Details

Desktop,Windows 10,Support,Troubleshooting,Active directory,Customer service,Office 365,Mac,ios

Additional Skills & Qualifications

Minimum Qualifications: • Bachelor's degree AND 3 years of relevant professional experience required including at least 1 year in a customer service role. • OR Associate’s degree in Management Information Systems, Computer Information Technology or related field AND 5 years of relevant professional experience required including at least 1 year in a customer service role. • OR Any equivalent combination of experience, training and/or education. Preferred Qualifications: • Experience in a customer service environment with an emphasis in resolving computer and other technology problems.

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $20.00 - $24.00

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Tucson,AZ.

Application Deadline

This position will be accepting applications until Jan 17, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Desktop Support Technician

Chandler, AZ

**Onsite**

Contract

$18.4/hr - $21/hr

Our client is looking for a Desktop Support Technician for a 6-month contract in Chandler, AZ 85248.

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.

Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to enterprise businesses. Join their team to be part of delivering individualized experiences to a diverse range of clients in a collaborative and productive workplace environment.

Contract Duration: 6 months **Required Skills & Experience**

+ 3-5 years technical experience.

+ Windows imaging.

+ Intermediate Windows OS troubleshooting.

+ Cleanroom experience recommended.

+ Excellent customer service skills

+ Requires knowledge of Microsoft suite (Outlook, Excel, and Word primarily), Windows 10/11

+ You must have a strong sense of ownership and be willing to take responsibility for factory sustaining as well as supporting projects.

+ You will need to be able to multi-task and prioritize between multiple factory issues.

**What You Will Be Doing**

+ Troubleshooting and repairing software and hardware issues on the factory computing equipment. Troubleshooting will take place on the system, module, and component level.

+ Interface with other computing specialists in IT Networks, Windows, GOS Service Desk, and Process Integration (PI) to troubleshoot complex issues as a team.

+ Help support parts management; including ordering, forecasting, stocking, and properly disposing of used computing equipment.

+ Responsible for communication with customers, Client technicians, and software / hardware specialists.

+ Mount servers into the rack in Datacenter

+ Connect network cable.

+ Set up iLO based on document provided.

+ Basic troubleshooting

+ Patching of servers and clients

+ Network Physical Touch Support

+ Candidate will be part of onsite team maintaining network environments in support of physical touch (Smart Hands) support of Incident and Service Requests.

+ Provide Incident & Request support by working with remote Level 2/3 teams to assist in resolving outages fixing issues including replacement of cabling or hardware components.

+ Provide support in assisting data center teams and data center managers in accomplishing daily infrastructure new landings within SLA.

**You will receive the following benefits:**

+ Medical Insurance - Four medical plans to choose from for you and your family

+ Dental & Orthodontia Benefits

+ Vision Benefits

+ Health Savings Account (HSA)

+ Health and Dependent Care Flexible Spending Accounts

+ Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

+ Hospital Indemnity Insurance

+ 401(k) including match with pre and post-tax options

+ Paid Sick Time Leave

+ Legal and Identity Protection Plans

+ Pre-tax Commuter Benefit

+ 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.

**Posted by:** Kenny Edgerton

**Specialization:** Technical Engineering / Design / Support Technical Support

Top Skills Details

1. Windows OS Troubleshooting

2. Hardware & Software experience

3. In-Person Support (strong customer service is critical)

Day to Day

- More Windows than Mac support

- Active Directory - managing user accounts

- Imaging Computers

- Hardware and Software troubleshooting (laptops, desktops, printers, O365, Outlook, etc..)

"Nice to Have" - Mac OS Experience

Description

Provides advanced technical support to end-users including troubleshooting hardware and software issues diagnosing network problems and resolving connectivity issues Installs configures and maintains desktops laptops and mobile devices while keeping them uptdate and secure Assists in managing software installations updates and licenses and troubleshoots software problems Monitors troubleshoots maintains and optimizes the campus network to ensure connectivity Conducts hardware maintenance repairs upgrades and diagnose/replace faulty components Trains and guides faculty staff and students in using technology resources effectively and securely Maintains records and documentation of hardware and software inventory user requests and issue resolutions.

Description:

• Provide technical support to active faculty/staff/designated campus colleagues to address information technology issues with applications, hardware, and the network.

• Recommends system modifications to reduce user problems.

• Manage/administer organization units (OUs) through Active Directory for supported units.

• Management/support of the O365 environment for supported units.

• User management using Grouper.

• Acts as liaison between users and other technical units.

• Coordinates configuration/installation and general troubleshooting of applications and software.

• Provide user administration & permissions for enterprise systems.

• Additional duties as assigned.

Skills

Desktop, Windows 10, Support, Troubleshooting, Active directory, Customer service, Office 365, Mac, ios, documentation process, ticketing system, Technical support, Hardware, Printers, Service desk, Servicenow

Additional Skills & Qualifications

Minimum Qualifications:

• Bachelor's degree AND 3 years of relevant professional experience required including at least 1 year in a customer service role.

• OR Associate’s degree in Management Information Systems, Computer Information Technology or related field AND 5 years of relevant professional experience required including at least 1 year in a customer service role.

• OR Any equivalent combination of experience, training and/or education.

Preferred Qualifications:

• Experience in a customer service environment with an emphasis in resolving computer and other technology problems.

Pay and Benefits

The pay range for this position is $20.00 - $24.00

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Tucson,AZ.

Application Deadline

This position will be accepting applications until Jan 23, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Our client in the semiconductor industry is seeking Entry Level Manufacturing Computer Operators to join their team. As an Entry Level Manufacturing Computer Operator, you will be part of the command center environment supporting the manufacturing of wafers. The ideal candidate will have strong communication skills, be a team player, and have experience working with Word, Excel and other computer products..

**Job Title:** Entry Level Manufacturing Computer Operator

**Location:** Phoenix, Arizona

**Pay Range:** $42,000-$45,000 per year plus OT, full benefits, training!

**What's the Job?**

+ Multitasking with tracking systems to monitor the semiconductor manufacturing of wafers in a command center environment (90%) and additional cleanroom duties (10%) including wearing PPE suit and assisting with FOUP transfers weighing between 20-25 lbs.

+ Utilizing knowledge of MS Office, Excel, data tracking, and coordination in a collaborative team environment.

+ Utilizing tool problem solving, teamwork, documentation, and checking for proper tool operation.

+ Utilizing company training, peer support, following SOP procedures, and structured work flows to perform position duties daily.

+ Assisting in manufacturing functions, including data collection & handling tool alarm recovery.

**What's Needed?**

+ Applicants must be legally eligible to work in the United States.

+ High school Diploma or GED (General Educational Development) required.

+ New High School grads, Associates and non-STEM bachelor’s degree considered.

+ Prior Semiconductor experience a plus

+ Fundamental Microsoft Excel and computer skills required

+ Exhibit typing skills of at least 25 wpm.

+ Production work shifts are on 12-hour shifts on day shifts or night shifts, 3-4 days per week.

+ Must be able to work any shift requested, initial training is M-F days.

**What's in it for me?**

+ Intensive 6-7 week training course in the Computer Field!

+ Full benefits package.

+ Short term and long term bonus package.

+ Great career growth opportunities in electronics/semiconductor/STEM!

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

**About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells**

_ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands –_ **_Manpower, Experis, Talent Solutions, and Jefferson Wells_** _–_ creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.

Summary The position is located in the Division of Information Resource Management at the Phoenix Area Indian Health Service. Incumbent's work involves the planning and delivery of a wide variety of activities related to information technology (IT) network infrastructure and networked systems to ensure operation continuity, which includes switches, routers, servers, local and wide area networks. Performs other duties as assigned that are related to this position. Responsibilities **This position is being announced concurrently under Delegated Examining Plan (DE) procedures. Please review vacancy announcement number IHS-25-PX-12631406-DE; for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.** Monitor network infrastructure and components, including all servers and workstations, and implement improvements to performance and security. Recommend, schedule, test, and validate deployment of patches, security updates, and other upgrades to servers, workstations, and network components to ensure network systems are up-to-date with the latest features and security fixes. Maintain and manage the Cisco VoIP and Call Manager systems, ensuring optimal performance and availability with Zero Downtime. Conduct training sessions to educate users on system features, best practices, and troubleshooting common problems with VTC Systems. Troubleshoot and provide solutions to customer requests for assistance in resolving complex hardware and software problems; identify and analyze problematic software and hardware trends that may require in-depth inquiry; research for possible solutions. **This position is being re-advertised to solicit additional applications. Applicants who applied previously need not reapply unless submitting updated and/or missing information. Requirements Conditions of Employment Selectee may be subject to a probationary/trial period ESEP appointees typically serve a two year trial period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. Confidential Financial Disclosure Form required. Measles and Rubella immunization required for selectees born after 1957 and seasonal influenza immunization is required for all staff working in Indian Health Service health care facilities. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. Selectee may be required to travel and must possess a valid driver license. A bank account at a financial institution is required for electronic direct deposit of salary payment. Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process. Qualifications To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. BASIC REQUIREMENT(S): This standard allows eligibility through meeting either the education requirements specified in the section titled Education OR the requirements specified in the section titled Experience. Education: Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. And Specialized Experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. In addition to the Basic Requirements, you must also meet the Minimum Qualifications stated below. MINIMUM REQUIREMENT(S): GS-9 Grade Level: Have (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-07 grade level that equipped me with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Integrate the VoIP systems with the existing Cisco network infrastructure, ensuring seamless communication and data flow and collaborate with network engineers to optimize network performance for VoIP traffic; Implement and maintain security measures to protect video teleconferencing sessions from unauthorized access and threats; Provide customer assistance and training for all IT Systems and applications utilized; Maintain and administer computer networks and related computing environments, including computer hardware, systems software, and all configurations. -OR- Completed 2 full years of graduate education from an accredited or pre-accredited institution in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. (Must submit copy of transcripts). -OR- Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. -OR- A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-09 grade level (Must submit copy of transcripts). GS-11 Grade Level: Have (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-09 grade level that equipped me with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Experience with a wide variety of activities related to Information Technology (IT) network infrastructure and networked systems to ensure operation continuity, which can include switches, routers, servers, local and wide area networks; Maintain detailed documentation of system configurations, procedures, and changes; Configure and deploy Cisco VoIP systems and Call Manager servers as required; Collaborate with network engineers to optimize network performance for video traffic and ensure quality of service (QoS) settings are correctly applied; Use analytics to identify trends and areas for improvement, providing recommendations to enhance the overall video conferencing experience. -OR- Completed three (3) years of graduate education leading to a Ph. D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks. (Must submit copy of transcripts). -OR- Completion of a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. (Must Submit Transcripts) -OR- A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-11 grade level (Must submit copy of transcripts). SELECTIVE PLACEMENT FACTOR: This position requires possession of one of the following certifications: Cisco Certified Network Associate (CCNA) certification. Do you possess a current certification: Cisco Certified Network Associate (CCNA) certification. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement. Education This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer. Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information This position is eligible for workplace flexibilities which may include remote work or telework options, and/or flexible work scheduling. These flexibilities may be requested in accordance with the HHS Workplace Flexibilities policy. https://www.hhs.gov/about/agencies/asa/ohr/hr-library/990-1/index.html. Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement. Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. IHS may offer newly-appointed Federal employees credit for their directly related previous non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. This position is covered by a Bargaining Unit. Recruitment or relocation incentives may be authorized. At least a 6 month service agreement will be required. This position has promotion potential to the GS-11 grade level. Promotion to the next grade level is at management's discretion and is based on your demonstrated ability to perform the higher level duties, the continuing need for the higher level duties, and "Regulatory/Administrative" approval. Promotion to the next higher grade level is not guaranteed and no promise of promotion is implied.

Summary The position is located in the Division of Information Resource Management at the Phoenix Area Indian Health Service. Incumbent's work involves the planning and delivery of a wide variety of activities related to information technology (IT) network infrastructure and networked systems to ensure operation continuity, which includes switches, routers, servers, local and wide area networks. Performs other duties as assigned that are related to thisposition. Responsibilities **This position is being announced concurrently under Excepted Service Examining Plan/Merit Promotion Plan (ESEP/MPP) procedures. Please review vacancy announcement number IHS-25-PX-12610657-ESEP/MP; for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.** Monitor network infrastructure and components, including all servers and workstations, and implement improvements to performance and security. Recommend, schedule, test, and validate deployment of patches, security updates, and other upgrades to servers, workstations, and network components to ensure network systems are up-to-date with the latest features and security fixes. Maintain and manage the Cisco VoIP and Call Manager systems, ensuring optimal performance and availability with Zero Downtime. Conduct training sessions to educate users on system features, best practices, and troubleshooting common problems with VTC Systems. Troubleshoot and provide solutions to customer requests for assistance in resolving complex hardware and software problems; identify and analyze problematic software and hardware trends that may require in-depth inquiry; research for possible solutions. **This position is being re-advertised to solicit additional applications. Applicants who applied previously need not reapply unless submitting updated and/or missing information. Requirements Conditions of Employment Selectee may be subject to a probationary period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. Confidential Financial Disclosure Form required. Measles and Rubella immunization required for selectees born after 1957 and seasonal influenza immunization is required for all staff working in Indian Health Service health care facilities. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. Selectee may be required to travel and must possess a valid driver license. A bank account at a financial institution is required for electronic direct deposit of salary payment. Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process. Qualifications To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. BASIC REQUIREMENT(S):This standard allows eligibility through meeting either the education requirements specified in the section titled Education OR the requirements specified in the section titled Experience. Education: Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. Experience: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below: Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. And Specialized Experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. Such experience is typically gained in the IT field or through the performance of work where the primary concern is IT. In addition to the Basic Requirements, you must also meet the Minimum Qualifications stated below. MINIMUM REQUIREMENT(S):GS-9 Grade Level: Have (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-07 grade level that equipped me with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Integrate the VoIP systems with the existing Cisco network infrastructure, ensuring seamless communication and data flow and collaborate with network engineers to optimize network performance for VoIP traffic; Implement and maintain security measures to protect video teleconferencing sessions from unauthorized access and threats; Provide customer assistance and training for all IT Systems and applications utilized; Maintain and administer computer networks and related computing environments, including computer hardware, systems software, and all configurations. -OR- Completed 2 full years of graduate education from an accredited or pre-accredited institution in computer science, information science, information systems management, mathematics, statistics, operations research, or engineering, or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. (Must submit copy of transcripts). -OR- Master's degree or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree. -OR- A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-09 grade level (Must submit copy of transcripts). GS-11 Grade Level: Have (1) year of full-time specialized experience comparable in difficulty and responsibility to the GS-09 grade level that equipped me with the knowledge, skills and abilities to successfully perform the duties of this position. Examples include: Experience with a wide variety of activities related to Information Technology (IT) network infrastructure and networked systems to ensure operation continuity, which can include switches, routers, servers, local and wide area networks; Maintain detailed documentation of system configurations, procedures, and changes; Configure and deploy Cisco VoIP systems and Call Manager servers as required; Collaborate with network engineers to optimize network performance for video traffic and ensure quality of service (QoS) settings are correctly applied; Use analytics to identify trends and areas for improvement, providing recommendations to enhance the overall video conferencing experience. -OR- Completed three (3) years of graduate education leading to a Ph. D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management; or a degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks. (Must submit copy of transcripts). -OR- Completion of a Ph.D. or equivalent doctoral degree from an accredited or pre-accredited institution in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management. (Must Submit Transcripts) -OR- A combination of education and experience that when combined fully meet the minimum qualifications for this position. The total percentage equals at least 100 percent to qualify for this GS-11 grade level (Must submit copy of transcripts). SELECTIVE PLACEMENT FACTOR: This position requires possession of one of the following certifications: Cisco Certified Network Associate (CCNA) certification. Do you possess a current certification: Cisco Certified Network Associate (CCNA) certification. You must meet all qualification requirements within 30 days of the closing date of the announcement. Education This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer. Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information This position is eligible for workplace flexibilities which may include remote work or telework options, and/or flexible work scheduling. These flexibilities may be requested in accordance with the HHS Workplace Flexibilities policy. https://www.hhs.gov/about/agencies/asa/ohr/hr-library/990-1/index.html. Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement. Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. IHS may offer newly-appointed Federal employees credit for their directly related previous non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. This position is covered by a Bargaining Unit. Recruitment or relocation incentives may be authorized. At least a 6 month service agreement will be required. This position has promotion potential to the GS-11 grade level. Promotion to the next grade level is at management's discretion and is based on your demonstrated ability to perform the higher level duties, the continuing need for the higher level duties, and "Regulatory/Administrative" approval. Promotion to the next higher grade level is not guaranteed and no promise of promotion is implied.

Job Description

Insight Global is looking for a Tier 2 Desktop Support Technician with expertise in resolving tickets related to Windows Suite and macOS issues, troubleshooting servers, workstations, field computers, peripherals, handheld devices, software, operating systems, programming, etc. This individual should be able to effectively communication in both a technical and professional manner with employees from all levels and departments. Efficient time management, task prioritization, and self-accountability is crucial for this position. This individual is responsible for managing work assignments with minimal supervision while adhering to departmental change control and problem reporting procedures.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

Proficiency in Windows Suite and macOS

Ability troubleshooting computers, printers, and other related hardware such as servers, workstations and cell phones

Excellent verbal and written communication skills and customer service skills

Ability to work well in a team environment

Efficiently manage time and prioritize tasks null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].