Personal Computer Support Technician

Personal Computer Support Technician

A Personal Computer Support Technician is responsible for providing Asset Management Services to Department of State consolidated Bureaus. Duties consist of managing and delivering the allocation, workflow, and resolution of all ServiceNow request tickets submitted by customers and pertaining to laptops, operating system support, applications and software, monitors, network printers, digital senders and other peripheral devices within the Department of State consolidated Bureaus.

Duties and Responsibilities:

• Performs systems administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
• Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issues. Escalate fully documented ticket if issue cannot be resolved.
• Act to coordinate activities across support agencies to deliver support service to customers. Manage and track escalations to ensure timely resolution of customer requests.
• Prepare government-required reports and represent the program during audits.
• Coordinate shipping and receipt of equipment with vendors and customers.
• Maintain inventory control and distribution procedures to ensure compliance.
• Perform warehousing control and implementing processes to maintain compliance with all government property and accountability regulations and local requirements.
• Conduct annual inventory procedures and audits to ensure 100% accountability.
• Ensure proper labeling, tracking, and database updates for all property items.
• Investigate and reconcile inventory discrepancies.
• Operate material handling equipment (e.g., forklifts, pallet handlers, hand trucks).

Desired Skills or Experience:

• Strong customer service and communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being described
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Experience providing Tiers 1 and 2 technical supports with hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terms.
• Customer service operations experience.
• 3-4 years of related experience.
• Expertise in ServiceNow, ILMS and MS office.
• Forklift experience.

Education and Clearance:

• Associate's degree or equivalent experience
• Must be US Citizen and clearable; Secret clearance (or higher)

Physical Requirements:

• Ability to lift and move 30 lbs. of equipment.
• Ability to operate a motor vehicle.

Work location: Washington DC & Newington VA