IT Desktop Support Technician - ESM

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring an IT Desktop Support Technician for an exciting opportunity located in Newport, RI.

Job Description and Responsibilities

ESM is looking for a full-time IT Desktop Support Technician who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements. Employee responsibilities include:

• Provide superior customer service to internal and external clients by maintaining local and remote computer systems and making sure all users are equipped with technology to support company goals.
• Receive initial requests for service, provide telephone assistance and in person or remote assistance via computer in resolving reported problems. Open and update Support Requests based on phone calls and emails.
• Diagnose and resolve problems in response to client inquiries.
• Install Windows desktop systems and associated peripherals to include connecting equipment to other equipment and/or the network.
• Service standard desktop and web-based applications
• Install equipment and software applications to include existing Windows-based devices, future or emergent functionality, and associated software and hardware peripherals including printers.
• Perform all physical customer-premise system move, add, change and replacement activity associated with deployment of new or upgraded software applications to include system connection, performance optimization, and application compatibility resolution.
• Provide and maintain necessary documentation associated with information technology installation work and customer premise move, add, change and replace activity to ensure accurate government.

Required Knowledge, Skills and Abilities (KSA)

• 1-2 years' experience in Technical Support or equivalent experience.
• Excellent team skills skills, written and verbal
• Demonstrate initiative and be results oriented with flexibility and tenacity
• Demonstrate the ability to continuously adjust priorities to reflect changing circumstances
• Strong dedication to provide quality customer service
• Effective problem-solving skills and inherent decision-making ability
• Ability to manage own projects including communications to customers as well as work as part of a larger team managed by a project manager

Desired KSA

• Be a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situations
• Candidate must communicate effectively with team members, team lead, management, and government customer
• Must have the ability and desire to research and develop creative solutions to unique problems with minimal supervision

Minimum Training, Education, and Certifications

• DoD8570 IAT Level II (eg: Sec+), Windows

Minimum Clearance

• Current Tier 3 Investigation with OPM, or Tier 3 investigation submitted and favorable FBI fingerprint results.
• ESM will sponsor investigation and clearance as needed for selected candidate.

Physical Requirements

• Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

  Physical demands associated with this position may include extensive walking (including stairs) throughout offices and between buildings. May require use of personal or Government vehicle to drive to local and/or remote office locations.

Additional Requirements

• Other duties as assigned

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.