Desktop Support I

Job Title: Desktop Support I

The Desktop Support I position is responsible for providing first level technical support with the installation, maintenance, upgrade, troubleshooting, removal and repair of personal computer equipment, peripheral equipment, computer operating systems, computer software, and telephones.

These positions are currently remote (work from home) with company provided equipment.

This non-exempt job classification is covered under The McNamara-O'Hara Service Contract Act (SCA) and the contract’s collective bargaining agreement (CBA). Service employees are compensated per the prevailing wage rates and fringe benefits that are set by the U.S. Department of Labor (DOL) Wage and Hour Division's WDs 29 CFR Part 541 and 29 CFR 4.163(f), unless otherwise modified by a CBA between labor and management.

Responsibilities & Duties:

• Provide first line response for users with desktop, laptop, password, connectivity and application issues.
• Respond to requests for issues that may require technical assistance to be provided by phone, email and or/using a help desk management system or personal deskside visits.
• Escalates more complex and impactful issues to higher level support teams.
• Updates system inventory and tracking for desktops, laptops, printers, corporate cell phones and software licensing.
• Provides support related to testing and deployment of operating system and application security patches on workstations, laptops.
• Setup new hires with needed hardware, software, tokens, etc. Terminate employees per company policies & procedures.
• Works assigned tickets, vulnerabilities and patching as assigned.
• Troubleshoot and provide solutions to hardware and software problems. Install, upgrade, repair, and remove hardware and software as necessary
• Develop and present application and user documentation and training for supporting departments across the organization.
• Acts as a liaison between customer and technical escalation points within the IT team.
• Install application software necessary to complete job functions.
• Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.
• Recommend equipment upgrades to environment as business needs dictate.
• Assist in projects as assigned by IT management.
• Comply with policies and procedures as required.
• Other duties as assigned

Minimum Qualifications:

• Ability to obtain a 6C Security Clearance (Public Trust – High)
• 0 to 6 months experience or equivalent education in a helpdesk or service desk environment: IT administration with Windows 10 & Windows11. PC imaging and hardware deployment, group policy, workstation setup, remote assistance, Microsoft Active Directory and DNS preferred but will train right person.
• Weekend and evening hours may be required. Travel up to 10% may be required. This position supports multiple offices in North West Arkansas, Tennessee, and Washington, DC
• Associate’s degree in computer science or related field preferred.

Preferred Qualifications:

• Bachelor’s degree
• Microsoft MCP
• Microsoft 365 Certified: Fundamentals
• A+ highly desired

Knowledge, Skills & Abilities:

• Intensive analytical skills necessary to comprehend real time production desktop performance along with maintaining best practices of desktop functionality
• Comprehension of networking/distributed computing environment concepts. Good technical skills with a thorough understanding of data communications and data center technology. Ability to implement and maintain a proactive support environment with Windows configurations on server support.
• Ability and willingness to cover on-call responsibilities on a rotating basis. Attention to detail a must.

Supervisory Responsibility: Possess or obtains a Public Trust Security Clearance and maintain the required security clearance throughout the life of the contract.

Work Environment: This is a REMOTE position.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, working hours determined based on location and shift. Workdays do not include working or conducting business on Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed closings.

Additional Eligibility Qualifications: N/A

• May be asked to provide proof of US citizenship.
• Background Check at company cost as needed.

AAP/EEO Statement:

ATL provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Veterans with expertise in these areas are highly encouraged to apply.

Other Duties:

The above job description is not intended to be an all-inclusive list of duties and standards of the position.

Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Duties, responsibilities and activities may change at any time with or without notice.

Benefits:

• Health benefits to include medical and dental
• Paid Personal and Vacation
• Paid Holidays
• 401(k) Retirement Plan

Salary Range:

• $16.20- $19.58 dependent on Wage Determination per SCA regulations based on residing/worked in County