General Summary Provide desk-side assistance in resolving complex or escalated technology support issues in commercial, federal and state locations. Use diagnostic knowledge and skills to assess the nature of problems and quickly resolve support issues. Principal Duties and Responsibilities (*Essential functions) + Gather detailed information from end users to assess the nature of problems and resolve any support issues. * + Utilize Help Desk software to verify issues, as well as generate and track trouble tickets until support issues are resolved. * + Provide desk-side and remote assistance in resolving complex or escalated technology support issues via phone, email, MS Teams. * + Answers specific questions about installation, operation, configuration, customization, and usage of assigned COTS and GOTS products based on previous experience and knowledge. * + Troubleshoot or repair any software and hardware issues on laptops, desktops, tablets, IOT devices, and/or smartphones. * + Conduct troubleshooting techniques such as onsite installations, replacements, repairs, remote desktop connections, and diagnostic testing to solve problems. * + Solve issues in accordance with government standards, policies and quality control guidelines. * + Configure computers for new users, manage user accounts, and relocate IT hardware as needed. * + Track and assist with IT inventory management for any hardware assigned to the program * + Be able to escalate problems and effectively communicate issues to senior IT staff members when necessary * + May be required to interface with vendors or perform administrative duties as assigned At COLSA, people are our most valuable resource and centered at our core value. We invite you to unite your talents with opportunity and be a part of our “Family of Professionals!” Learn about our employee-centric culture and benefits here (http://www.colsa.com/culture\_benefits/) . Required SkillsRequired Experience + High school diploma or equivalent + Minimum of 1-3 years of customer service work experience + Possess or acquire A+ and Security+ certifications within six months of hire date + Possess or acquire a computing environment certification within six months of hire date + Comprehensive knowledge of hardware and/or software products required + Experience with Microsoft Office Products and Teams + Ability to write, listen and communicate effectively + Must have a customer focused attitude with the ability to deal with frustrated end users and be able to deescalate trouble calls + Willing and able to work during nights, weekends and holidays and possibly some infrequent trips to user locations + Ability to work on a ladder in ceiling spaces or on lifts extended above 20 feet are standard + Ability to lift 30 to 50 lbs in all work environments + Ability to determine colors on small fiber optic wires and ethernet cables + Willing to travel CONUS and OCONUS as needed up to 20% + Must be able to obtain a Secret security clearance; US Citizenship required Preferred Qualifications + Secret security clearance + Experience with computer construction and repair + Previous help desk experience in DoD environment + Active IT certifications Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. COLSA Corporation is an Equal Opportunity Employer, Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.