**Unfortunately we cannot work C2C or provide sponsorship at this time**
**Must be a U.S. Citizen**
Our client has an opening for a Device Management/Inventory Analyst to support the ESA V program. ESA V is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows engineering and maintenance, managed print services, ITSM, Account Management Services, Cybersecurity, Cloud technologies and other IT services.
We are a key part of the team delivering workstation support and solutions for a mission-critical U.S. Government program that has a rapidly growing demand for information to be securely accessible anywhere, anytime, from any device.
The individual selected for this position will be a member of the ESA V Desktop Engineering team and the primary work location will be Washington, DC (initially 100% on-site, with the potential for up to 20% telework). This individual will primarily be focused on managing the inventory of end user IT assets, including troubleshooting hardware issues and imaging / prepping equipment for deployment. The individual selected for this position will have the opportunity to develop their IT support skills through support of Desktop Engineering projects, and will also have the opportunity to work directly with customers to troubleshoot and resolve issues.
The successful candidate will have hands-on experience with imaging and preparing Windows PCs, as well as experience with repairing or replacing PC components (RAM, hard drives, etc). The candidate must also have practical experience managing equipment inventory.
You will work closely with the component Customer Relationship Manager, Desktop Engineering Lead, and key customer stakeholders. You will support the Desktop Engineering team on the following key tasks:
- Managing IT equipment inventory to ensure equipment is available and ready to deploy as needed, including imaging/re-imaging PCs
- Receiving damaged/defective equipment and completing troubleshooting to diagnose and address issue
- Working with vendors to manage warranty support and replacement activities
- Complete incident tickets and service requests within SLA and in a modern tracking system
- Work closely with the Customer Relationship Manager to prioritize and complete customer requests.
- Attend meetings with the customer as required.
- Provide weekly reporting of issues and projects
- Provide white glove support to executive level customers
- Ability and willingness to work extended hours or modified schedule for planned and emergency work.
Education and Experience: Bachelor's degree from an accredited college in a related discipline, with 2 to 4 years of prior relevant experience; or a Master's degree with less than 2 years of prior relevant experience. Additional years of experience and/or relevant certifications will be considered in lieu of degree.
- Required Qualifications:BS in Computer Science, Systems Engineering, or related technical field or equivalent experience with at least 2 years relevant experience (less than 2 years with a MS/MIS Degree)
- 2+ years' experience providing IT support at any level
- Ability to work well with people from many different disciplines with varying degrees of technical experience
- Ability to work with a large diverse team supporting multiple customers in a shared team environment.
- Provide support on a M-F business hours schedule in the eastern time zone
- Extended hour and weekend support as required by mission or emergencies.
- Ability to work on your own to successfully resolve issues while updating management.
- Ability to obtain and maintain a Public Trust clearance.
- Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer's information.
- Must be a U.S. Citizen
- Desired Qualifications:2-4 years of experience with PC troubleshooting and hardware support
- 2+ years of experience in an operations role
- Government contracting experience, particularly with the DOJ
- DOJ or DOD Clearance
- ITSM knowledge and experience, particularly with ServiceNow
