Kapstone Technologies is hiring a Jr. Desktop Support Technician to support USCIS users at on-site locations on assigned open tickets, working in close collaboration with our Service Desk team.

The Technician is responsible for resolving customer-affecting technical issues in a timely manner to maintain high customer satisfaction. This role involves installing, troubleshooting, and maintaining a wide variety of products and equipment, including the ability to make replacement cables from raw cable and RJ-45 connectors. The Technician will train employees; identify, analyze, and repair product failures; order and replace parts as needed; and recommend the products or services that best fit the customer’s needs.

 

Position Details

– Status: Full-Time

– Reports To: Contract Manager and Kapstone Team Lead

– Note: Must pass a background check

 

Principal Duties and Responsibilities

Deskside Support

– Provide on-site support for deployment and security remediation functions

– Gather, analyze, and report end-user support trends

– Provide desktop, application, and network application incident resolution

– Manage user installation and relocation requests

 

Asset Inventory Support

– Conduct physical inventory of assets

– Conduct scheduled and random electronic inventories

– Assist in receiving and receipting property

– Transfer property to other organizations

– Process computer equipment for excess and disposition

 

Disposal Preparation Support

– Ensure disposal policies and procedures are employed

– Ensure every device is wiped or degaussed prior to site removal

 

Encryption Services

– Administer and manage the encryption tools application server

– Ensure laptops are properly encrypted

– Encrypt laptops discovered without encryption

– Provide password recovery for encrypted devices

 

Video Conferencing and Audio/Video O&M

– Troubleshoot system problems and perform repairs

– Work with support staff for remote troubleshooting and repairs

– Assist in setting up presentation devices and video conference units

– Set up, monitor, and shut down video conferences during events

 

Local On-Site Cabling

– Restart wiring closet cabling electronics including switches and other network devices

– Replace defective cabling electronics and components such as switch blades

 

Wireless Services

– Assist users with mobile communication devices (mobile phones, broadband cards, BlackBerrys, and laptops) with incident support tickets

– Provide Tier 2 field support including hardware troubleshooting, OS re-installation, BlackBerry Exchange Server connection verification, and equipment swapping

 

Service Center Services

– Ensure IT services are rendered and tested for telework users using VPN and Citrix services

– Provide remote support services for telework and home users

– Support pre and post application releases

 

Account Management Services

– Hardware incident resolution

– Identify and resolve hardware incidents and service requests for consumable parts

 

Qualifications and Skills

Mandatory

– US Citizen

– High School Diploma or equivalent

– Minimum 2 years of experience troubleshooting software and hardware in a customer service role

– High degree of technical proficiency

– Excellent problem-solving skills and analytical abilities

– CompTIA A+

 

Desired

– Minimum 6 months experience troubleshooting Apple Macintosh software and hardware in a customer service role

– Certification in UNIX and Microsoft Operating Systems

– Familiarity with LANDesk remote resolution and pushing packages to workstations

– Familiarity with the CLAIMS 3 (C3) system

– CompTIA Network+

 

About Kapstone Technologies

Kapstone Technologies, Inc. is headquartered at 14150A Willard Rd, Suite 220, Chantilly, VA 20151.