Director Support Technician

**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**

Our work depends on a TS/SCI level cleared Director Support Technician our team to support our Intelligence customer in Springfield, VA.

HOW A SYSTEMS ADMINISTRATOR (Directo Support Technician) WILL MAKE AN IMPACT

The Director Support Technician reports to the Tailored Desktop Support Team Lead and provides dedicated Deskside IT Service support to the NGA Front Office and National GEOINT Operations Center (NGOC) End User Devices.  End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets, laptops and mobile phones, VoIP devices, Desktop VTCs (DVTCs), removable media, and associated accessories.  The individual will fulfill installation, move, add, change, and disposal (IMACD) service requests, and support the completion of special projects.

Primary Responsibilities:

• Serve as the Front Office and National GEOINT Operation Center (NOC) Liaison for all UDS IT related issues.
• Facilitate meetings and engage regularly with customers and members of senior leadership to:
  • Address IT related questions or concerns
  • Coordinate and plan emerging customer requirements
  • Provide situational awareness to Front Office stakeholders concerning upcoming maintenance of IT systems or technology refresh efforts associated with systems used by the Front Office and NGOC staff
• Deploy and sustain end-user devices and associated accessories
• Manage hardware in all stages including unpacking and setup of end user devices
• Resolve IT incidents from cradle to grave, working closely with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract
• Install application software on end user device workstations via scripted install packages
• Inventory management of UDS deployed software and end user devices
• Provide user education and training in basic hardware and software functions
• Create and maintain documentation and SOPs to train new employees
• Utilization of a ServiceNow based ticketing database to track, update and close break/fix incident tickets and in fulfilling new requests via RITMs and Demands
• Identify and execute process improvements and other enhancements that improve operational efficiency.
• Collocated seating with the Front Office staff, providing quick and immediate access for Tier 1 and Tier 2 support.
• Train end-users in the proper use of hardware and software. May training large groups of end users.
• May require after-hours support or weekend support for mission, program and special project support

WHAT YOU'LL NEED TO SUCCEED:

• Knowledge in one or more of the following areas:
  • Thin Client using Virtual Desktop Infrastructure (VDI) Technology
  • Experience and/or knowledgeable with: Windows 11; Windows 10; Citrix; SMS; and SCCM|MECM
  • Patch Management (Windows)
  • End User Hardware 
    • Workstations (Thin Client, Thick Clients, Secure Tablets) Monitors, KVM’s, Printers, Plotters Print Server Configurations, VOIP phone,
  • Removable Media
  • Print, Fax and Scan Support Services
  • Mobile Phone | Secure Tablets
  • Desktop VTC (DTVC)
  • Desktop Image Management
  • Home Directory and Profile Support Services
  • E-mail Support Services
  • Software Support Services
  •  Experience and/or knowledgeable with; Windows 7; Windows 10; Win11 Citrix; SMS; and SCCM|MECM
•  Excellent troubleshooting capabilities
• Strong time management skills and ability to work flexible schedules to meet job requirements
• Strong communication skills
• Strong work ethic and attention to detail
• Strong writing skills (consistently document work completed)
• Strong time management skills and ability to work flexible schedules to meet job requirements
• Ability to work independently on projects and/or tasks
• Ability to move and lift computers, printers, monitors, and other hardware
• Team player and willing to share knowledge and learn from others to ensure team's success
• Enthusiasm and ability to adapt to new and changing technologies

Education & Experience:

• BA/BS (or equivalent experience)
• A+ Certification, N+ Certification, Security + or other DoW 8570.01M certification
• ITIL v4 Foundations
• 3-5 years of experience
• 3+ years of supporting VIPs
• TS/SCI Clearance w/ability to obtain CI Poly

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $110-$115k. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!

D2 Technical Services is committed to a merit-based recruitment process and encourages applications from all qualified individuals.  As a Veteran-Owned Small Business, we particularly welcome applications from veterans who have the requisite skills and experience.  Job applicants that are interested in one of our openings and may require a reasonable accommodation to participate in the job application or interview process, should contact us to request an accommodation.