Open, receive, manage, and resolve customer hardware incident and service request tickets as part of the OIT Service Desk Hardware Team
Respond to customer emails sent to the OIT Service Desk Hardware mailbox
Resolve issues with hardware and deploy hardware for customers, including laptops, desktops, mice, keyboards, docking stations, printers, scanners, and all associated cabling
Provide on-site and remote support in a timely and professional manner
Perform imaging, deployment, and replacement of computer systems in accordance with organizational standards
Support the OIT Service Desk by assisting with incoming calls during high call volume periods or as needed, ensuring prompt support and maintaining service levels
Support OIT Service Desk hardware inventory tasks and management
Work an eight-hour shift within the OIT Service Desk operating hours of 6:00 AM to 8:00 PM Eastern Time
Periodically travel to EOIR Immigration Courts to provide customer support, move equipment, set up equipment, and prepare equipment for shipment
Complete other duties as assigned

Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)
A minimum of two years of professional experience in supporting an IT service desk or performing similar IT support work
Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products
Experience providing IT support to users via phone, email, and/or in person
Knowledgeable with Microsoft Windows 10 and 11, basic networking concepts, PC hardware, and COTS software
Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers
Proven ability to perform job duties independently with minimal oversight
Ability to perform at a high level in a fast-paced, service-oriented environment
Must be able to work an eight-hour shift between the hours of 6:00 AM to 8:00 PM as assigned

Hardware Analyst – DOJ EOIR End User Support

Key skills