Tesla Laboratories, Inc.
Active Secret Clearance Required
The position is on site in Washington DC with FinCen.
Works as part of an IT Service Desk team responsible for Tier 1-3 support. Tasks include maintaining and managing the IT infrastructure and operational needs of the customer including hardware and software issues, desktops, peripherals, and end user issues.
Responsibilities
- Identify and resolve issues related to desktop computer hardware, operating systems, and software applications for Windows desktops.
- Troubleshoot problems and provide support for Microsoft applications such as Outlook and Microsoft Office.
- Assist with installing, moving, adding and/or changing (iMac) desktops, laptops, printers, and other approved peripheral devices.
- Standard computer images including Desktop Image.
- Assist with centrally managing desktops, laptops, printers, and other network peripheral devices.
- Provide quality customer service and support for designated equipment.
- Respond to telephone, electronic, and/or walk-up requests for IT support as part of a Service Desk operation.
- Ensure all time reporting and other required reports are accurate and submitted on time.
- Ensure on-going maintenance and development of positive customer relationships with end-users.
- Develop and create documentation on training materials, FAQs and Knowledge Base Articles.
Qualifications
- Bachelor’s degree or certification in IT related field.
- 5+ years of relevant work experience.
- Prior IT Operations support experience with a blend of application, hardware, and networking support, including providing support via phone (call center).
- Relevant certifications such as CompTIA A+, Network+, or Security+; HDI; Microsoft certifications including MCSA, MCP, MCSE or similar certifications desired.
- Experience with using ITSM Tools such as Ivanti or Remedy Help Desk is a plus.
- Azure VDI, Citrix experience preferred.
- Excellent organizational and communications skills.
- US Citizenship necessary.
- Active Top Secret Clearance REQUIRED.
Benefits
- Paid vacation.
- 11 paid federal holidays.
- Company paid STD, LTD, and group life insurance.
- Medical, dental, and vision insurance.
- 401K with company match.
- Optional insurance policies (hospital indemnity, accident, dependent care, FSA, HSA).