Computer Support Specialist - DOJ National Security Division (NSD) The mission of the National Security Division (NSD) is to carry out the Department's highest priority: to combat terrorism and other threats to national security. The Infrastructure Support and Software Development Services division provides all IT services necessary to support the NSD's Infrastructure & Operations as well as Software Development, Engineering, and Service Desk. Location: Washington, DC; 1 day per week telework is allowed Start: ASAP Salary: $77k POSITION RESPONSIBILITIES: • Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications and other NSD applications. • Serves as the first point of contact for troubleshooting hardware/software PC and printer problems. • Answer the service desk phone line and monitor the service desk email accounts and service desk tickets. Respond to user requests for help with IT systems. • Provide basic user assistance with the use of desktop applications and approved software. Provide basic instruction for new users and refresher instruction for existing users in the use of computer systems. See attachment 2 for the current approved software list. • Provide basic troubleshooting on computer hardware and software (includes end-point patching and networking issues). Perform basic repairs of desktop PCs and printers. Contact vendors for warranty service in accordance with government-obtained service contracts. • Create and configure user accounts for the NSD domains, Exchange, SQL Server, OpenText, and other systems in accordance with defined procedures. Perform account maintenance activities, such as account updates, password resets, and identification and disabling of dormant accounts. • Install software onto desktop computers and set up hardware and software for new users. Assist with moves of equipment within offices and between offices as required. • Track IT hardware as it is received and store on-hand equipment in an orderly fashion. Maintain inventory levels of basic supplies (keyboards, mice, KVM switches, cables, monitors, printers) and alert GTM when on-hand amounts fall below defined stockage levels. Track inventory of accountable IT assets, including PCs, servers, peripherals, networking components, and KVMs. Provide property officer with updates on locations of items whenever assets are moved. Provide support in sanitizing and accounting for excess items that are being taken off the division's property book. • Coordinate with DOJ and FBI help desk personnel in solving user problems with the JCON and FBINet systems, respectively. Escort uncleared DOJ and FBI help desk personnel when needed so that they can provide on-site support to NSD users in secure workspaces. Escort telecommunications technicians, electrical technicians, and other DOJ staff and contractors providing IT-related services in NSD secure spaces. • Track and respond to, internal service ticket system service call. Responsible for the creation, updating, completion of, service ticket on all NSD and Justice Consolidated Computer Systems. • Perform data transfers between the NSD classified and JCON unclassified enclaves in support of users' requests. The transfers will be done in accordance with established SOP's and all required safeguards employed to prevent any accidental data spills. • In the event of a data spill, utilize established DOJ, NSD, and other applicable procedures to ensure the proper notification has taken place, prevent any spill perpetuation, and certify the appropriate spill management steps are completed. • Upon user request and using established Service Desk SOP's, scan removable media for viruses, malware, and any other malicious software prior to uploading it to any DOJ network, classified or unclassified. • Support the imaging, maintenance, and issuance of the NSD's internal laptop fleet. Maintain accurate inventory and status of all NSD-owned laptops. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: • 5+ years of Help Desk/Service Desk experience POSITION EDUCATION REQUIREMENTS: • Bachelor's Degree preferred; can be substituted with an additional 2+ years related experience. • Infrastructure or Networking Certifications, plus SECURITY CLEARANCE REQUIREMENTS: • Active Top Secret, required. • US Citizen