Position: ERF – Software/Hardware Installation Specialist

Location: Onsite in Alexandria, VA

Salary: TBD

Clearance: Must be able to obtain a Public Trust Clearance (US Citizenship or Green Card Holder)

KeyLogic, LLC is seeking an Enterprise Request Fulfillment (ERF) Software/Hardware Installation Specialist to support our Service Desk contract. The primary responsibility for this position is to fulfill or coordinate the fulfillment as appropriate, all service requests that come through the Service Desk.

The ERF- Software/Hardware Installation Specialist position ensures that service requests for internal customers and some external public customers are handled promptly, courteously, and are resolved or escalated to the appropriate support group.

Service Desk supports a federal agency headquartered in Alexandria, VA supporting approximately 14, 200 federal employees and Contractor employees using government furnished equipment. The internal customers are located at various geographically dispersed sites across the domestic USA. Agency Office of Chief Information Office (OCIO) support groups incorporate both ITIL (Information Technology Infrastructure Library) and DevOps (Development and Operations) as new systems are developed, tested, and transitioned

into the operational environment. The IT environment is a highly dynamic environment, which provides continuous system improvement through 16 key portfolios focused on replacing legacy systems and leveraging the latest technology to provide the most value to our business partners.

Duties and Responsibilities

· Follow Service Desk procedures for Incident and Service Request ticket creation, handling, updating and escalation

· Create/Modify External Contractor, RightFax, RSA Token (FOB) accounts and have materials ready for user

· Provide dedicated request fulfillment support during normal service desk hours

· Provide dedicated on-site customer service for credential administration and check in/out of agency employees and Contractors

· Validate all requests routed to request fulfillment via the Approval Central queue in agency ITSM

· Contribute/assist in the creation, modification of needed Knowledge Base Articles (KBA’s), as needed

· Account requests will be escalated to the appropriate group for fulfillment

Work Hours of Support

· Monday through Friday 8: 00 am to 5: 00 pm Eastern Standard Time (EST)

· No hours of operation on Weekends/Holidays/Planned closures

Work Location

Co-located at the agency Security Office (excluding Federal Holidays observed) currently located in the lobby level Atrium of the Madison building (East Side). Note that this position requires someone to be present at all times during business hours.

Skills and Competencies

Strong analytical, and problem-solving skills are needed to be successful in this position

· Effective written and verbal communication in conjunction with training skills

· Ability to work multi-functionally with all levels of internal staff

· Highly organized, self-motivated

· Ability to research and quickly resolve technical issues

· Ability to handle multiple, concurrent priorities

· Demonstrated ability to provide excellent customer service

· Exceptional computer software skills (MS Excel/WordPowerPoint/Outlook)

Requirements and Qualifications

· Associate’s Degree and minimum of 1 year of experience in Service Desk environment. Equivalent combination of education and experience will be considered

· Experience with management of MS Windows Operating systems

· Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments

· Experience and working knowledge of DNS and DHCP infrastructure and technology

· Ability to work responsibly with or without supervision

· Working knowledge of ITIL processes

Security Clearance

Must be able to obtain and hold a clearance, which requires US Citizenship. You do not need a current/active clearance to apply, but must be able to pass a government Public Trust (SF-85) background investigation.