Job Description (Posting)

Job Description & RequirementsPosition: DSS- TDAG Support Specialist Primary Location: Irving, TXThe TDAG Support Specialist is primarily responsible for providing support to end users at various client sites. Some (vehicular) travel is involved. Tasks will include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT functions, as needed. The successful candidate will possess deep technical knowledge in the required fields, as well as exceptional interpersonal skills.Key Responsibilities to include but are not limited to:• HCL resources will be part of following activities: • Design, develop, test, implement, and maintain business partner images/assets deployed in the client environment. • Ability to configure and deploy desktop environments in accordance with the agreed standard configuration to authorized users. • Align with client Business Unit Support Teams to test, validate required updates to existing and new, business partner software. • Provide day to day support by configuring and troubleshooting hardware and software issues on deployed business unit devices in a timely manner with minimal to zero errors. • Identifies, categorizes, and resolves application issues using ITSM best practices. • Manages incidents and communications through service desk ticketing system • Create and maintain documentation for business unit technicians and ensure technicians have a firm understanding of Transient Cyber Asset (TCA) tasks through training and coaching. • Provide technician support via email and ticketing queues. • Build and maintain relationships with internal support teams i.e. Wintel, Global Access Management, client IOC, and other staff to accomplish various tasks related to security and compliance. • Ability to identify problematic areas and implement strategic solutions to maintain efficiencies. • Ability to install or remove hardware and/or software, using supplied installation instructions and tools. • Performs diagnostics with user to collect information about problem to determine source of error. • Conduct tests of the hardware and/or software affected, utilizing supplier test procedures and diagnostic tools, and correct malfunctions. Document results in accordance with agreed procedures. • Manage the repair of desktop equipment through the effective management of third-party suppliers. • Performs diagnostics with user to collect information about problem to determine source of error. • Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills. • Proven effective communication skills (verbally and written) • Asset Management best practices Job Requirements:Bachelor's degree or equivalent experience (i.e. 7+ years' experience in an IT technical role)5+ years' direct experience supporting C-Suite executives and other VIP staff7+ years' experience in desktop hardware, operating systems, smartphones, and printers.7+ years' experience in Microsoft products (Windows 10, Office, Web Ex, etc.)7+ years' experience in business communication platforms such as messaging, video conferencing, telephony etc.Desired Experience:• Microsoft SCCM Support and Application Packaging• Symantec Anti-Virus and PGP Whole Disk Encryption • VMWare Workspace One• PowerShell• DELL Hardware Break/Fix Repair• Ability to work in a CIP (Critical Infrastructure Protection) enviornmentAdditional Skills:• Hands-on troubleshooting experience with the ability to perform under intense scrutiny• Working technical knowledge of current protocols, operating systems, and standards• Analytical and problem-solving abilities, with keen attention to de

Qualification

B Tech

Skill (Primary)

DWP-FSS-Desk Side Services