IT End-User Support Technician

Fairfax, VA

About the position

Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed of an elite team of engineers and business consultants, each of whom is recognized —and highly regarded—within the network and security communities.

Responsibilities

• Provides hardware and software support of PC's and network/telecommunications system infrastructure equipment.
• Installs, configures, upgrades, and troubleshoots problems related to hardware, software, and other equipment.
• Responds to calls from users.
• Troubleshoots Level 1 problems related to any aspect of network/telecommunications systems and PC's.
• Diagnoses, tracks, resolves, and documents problems.
• Serves as initial point-of-contact with vendors to solve problems.
• Identifies and resolves hardware, software, communications, and networking problems related to end-user computing; may maintain and repair communication lines, routers, and software.
• Schedules and coordinates preventative maintenance on computer and peripheral equipment.
• Installs, configures and tests new and updated releases of end-user software systems and computing equipment.
• Advises, trains, and assists users on how best to utilize system and ensures installation of desktop hardware and software according to established standards.
• Trains and cross-trains fellow employees on system operations and usage.
• Performs password and other various levels of security support on systems.
• Analyzes statistics and writes reports on system events and performance.
• Creates and manages databases, procedures, and documentation, including equipment inventory of utilized and spare equipment.

Requirements

• Any combination of education, experience, and training equivalent to graduation from high school; plus, three years of experience in installing, configuring, and troubleshooting of personal computers, network/telecommunications systems; or possession of an associate degree in computer science, or related field, and one-year similar experience.
• Knowledge of communications protocol and standards.
• Knowledge of personal computers and personal computer software application packages and development products.
• Identifies system problems and recommends possible solutions.
• Corrects and tests software and hardware problems.
• Knowledge of personal computer and network/telecommunication architecture.
• Knowledge of data communication principles.
• Ability to communicate technical ideas clearly and effectively, both orally and in writing.
• Ability to train and provide support to computer users.
• Ability to perform personal computer system troubleshooting on both software and hardware problems.
• Ability to implement or coordinate equipment repairs and solve software problems.
• Ability to read and interpret technical manuals used in the assembly, installation, repair, and operation of data communications equipment.
• Ability to maintain records and write reports.

Nice-to-haves

• Three years of experience installing, configuring, and troubleshooting of personal computers, network/telecommunications systems; or possession of an associate degree in computer science, or related field, and two years of similar experience.