Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Hardware Install Technician II (Travel Litigation) for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).

The Hardware Install Technician II (Travel Litigation) for the DOJ CIV Help Desk and IT Support Services is responsible for providing desk-side similar support for operations at customer Washington DC locations with customer coverage hours M-F 7:30-6:00PM. The Technician will support attorneys at trial and demonstrate competency in technical areas preferably as a Microsoft Certified Professional (MCP) to ensure that support resolution addresses customer IT software and hardware requirements with a foundational and appropriate technical skillset. The Hardware Install Technician II (Travel Litigation) will possess advanced skillsets to assist with resolution of moderately complex issues.

Key Tasks and Responsibilities

Tier 2 Deskside Support

• Perform Deskside IT services at the Government’s facilities located in Washington DC area
• Provide remote and on-site troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets.
• Provide advanced service support and service delivery functions, follow procedures, support customer IT needs via remote access and desk-side support
• Perform installation of hardware and software
• Resolve tickets escalated to Tier 2; ticket resolution may require providing desk-side support to end users.
• Install, monitor, troubleshoot, replace, and support, VDI, end user equipment (terminals, printers/printer consumables, MFDs, MFD consumables, mobile devices, VTCs, scanners, VoIP phones, thin-clients, etc.), local area network (LAN) and WAN, data storage systems, Active Directory, and other third-party software
• Work with “VIPs “providing a “white glove” in-person and remote service that consists of in-depth familiarity with people, processes, and environment. Proactive and prompt issue management and resolution. Act as single point of contact for VIP to provide status updates
• Monitor and update status of all incidents and service requests, including tasks assigned to external suppliers/vendors
• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
• Travel to all customer sites in the national capital region (NCR) as needed for break/fix tickets
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort.
• Test hardware or software functionality to ensure operational status prior to providing to end user
• Document process and procedure changes
• Complete hardware or software deployment(s).
• Coordinate the logistics of and conduct the movement of assets and equipment to various customer facilities per details provided in support ticket.
• Maintain an organized resource/hardware customer furnished storage room, retrieve items when requested
• Perform preventative maintenance on equipment (Thin Clients, two factor authentication mechanisms, PIV card readers, etc.)
• Resolve customer issues relating to software and equipment problems by fixing Thin Clients and other GFE consumer electronics

Travel Litigation Support

• Provide on-site/courtroom IT equipment set-up, configuration, troubleshooting and support to attorneys as required; may require travel outside of the NCR
• Test hardware or software functionality to ensure operational status prior to providing to end user
• Document process and procedure changes.
• Resolve and troubleshoot IT issues related to set-up of laptops, projector, portable screen, monitors, printers, scanners, USB hotspots, and other electronics.
• Provide a full range of IT support to legal teams in a fast-paced environment while performing
• collaboratively with the Litigation Team.
• Instruct attorneys on how to access hotspots and provide instructions on alternate network connections (i.e., DOJ mobile phones).
• Connect laptops to USB Hotspots and configure wireless mouse for presentations
• Unbox and configure dual monitors to each attorney's preference and use Velcro for cable management
• Troubleshoot and provide solutions for Microsoft Office, connectivity, and printing issues

Job Requirements: