Hardware Analyst - DOJ EOIR End User Support

JOB TITLE: Hardware Analyst

GOVERNMENT AGENCY: DOJ EOIR

POSITION INFORMATION: Full-time

LOCATION: Falls Church, VA; Hybrid (3 days onsite/2 days telework); initial 60 days is 100% onsite for training

POSITION TIMING: Position requires candidate to obtain a DOJ Public Trust clearance which can take 4-6 weeks to process and must be complete prior to starting employement

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off

ITC Federal is seeking a motivated, career and customer-oriented Hardware Analyst to join our team in Falls Church, VA. This is a hybrid position, supporting the US government. Regular weekly schedule will be 4 days working on site and 1 day working remote, which also includes weekend work on Saturdays and Sundays as part of a set schedule. All weekend work will be performed remotely. This is a fast-paced work environment that offers the opportunity to utilize hands-on experience with a variety of IT solutions to solve mission-critical problems supporting the US government.

ITC Federal, LLC, (ITC) is an information technology and consulting company focused on servicing the needs of the Federal Government. ITC's mission is to apply earned expertise in DevSecOps, Cloud Computing, Federal Financial Systems, App Dev, and Cyber Security to assist our clients in achieving their mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ITC, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

RESPONSIBILITIES:

Open, receive, manage, and resolve customer hardware incident and service request tickets as part of the OIT Service Desk Hardware Team.
• Respond to customer emails sent to the OIT Service Desk Hardware mailbox.
• Resolve issues with hardware and deploy hardware for customers, including laptops, desktops, mice, keyboards, docking stations, printers, scanners, and all associated cabling.
• Provide on-site and remote support in a timely and professional manner.
• Perform imaging, deployment, and replacement of computer systems in accordance with organizational standards.
• Support the OIT Service Desk by assisting with incoming calls during high call volume periods or as needed, ensuring prompt support and maintaining service levels.
• Support OIT Service Desk hardware inventory tasks and management.
• Work an eight-hour shift within the OIT Service Desk operating hours of 6:00 AM to 8:00 PM Eastern Time.
• Periodically travel to EOIR Immigration Courts to provide customer support, move equipment, set up equipment, and prepare equipment for shipment. Travel is typically 15% or less of scheduled work hours in a calendar year.
• Complete other duties as assigned.

REQUIRED:

• Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date).
• A minimum of two years of professional experience in supporting an IT service desk or performing similar IT support work.
• Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person.
• Knowledgeable with Microsoft Windows 10 and 11, basic networking concepts, PC hardware, and COTS software.
• Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers.
• Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment.
• Must be able to work an eight-hour shift between the hours of 6:00 AM to 8:00 PM as assigned

Preferred Qualifications:

• Bachelor's degree from an accredited university
• One or more IT certifications such as A+, Security+, Network+, or ITIL
• Experience working with ServiceNow

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• Candidate must be able to function in general office environment.
• The person in this position must be able to remain in a stationary position 50% of the time. Regular movement around the campus of large immigration courts is required throughout the day to provide hands-on support to customers.
• The person in this position must have the ability to lift and move IT equipment weighing up to 50 pounds.

ITC Federal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.