Responsibilities:

• Provide desktop support in an end-user services environment for IT hardware and computer imaging support to end users.
• Identify root causes to hardware issues and work with government representatives to implement resolution.
• Analyze and address risks and issues associated with fulfilling end users’ requests and respond to end users’ concerns and questions until stated concerns and questions are answered objectively.
• Conduct research required to resolve computer issues
• Develop and edit hardware issues documentation and communicate with the stakeholders per TSA guidelines.
• Educate others on hardware and maintenance processes as needed.
• Evaluate and update Standard Operating Procedures (SOP) that include timely communication, documentation, and accurate record keeping, as determined by the Government.
• Assist with inventory to prepare for deployment to different TSA sites
• Assist with preparation of Excel and SharePoint Reports for the TSA customer
• Analyze and report on discrepancies related to number of users or TSA GFE (Government Furnished Equipment) prior to PC Refresh deployments
• Assist with move and storage of legacy equipment to get ready for storage

Requirements:

• Bachelor's degree
• 5+ years demonstrated knowledge and experience in the use of Federal and/or DHS systems
• Must have an Information Technology/desktop support background in an end-user support environment
• Strong information technology acumen and understanding of hardware and software requirements for software implementations and end-user support
• Ability to work on simultaneous projects effectively and efficiently
• Must possess excellent time management skills
• Ability to quickly recognize and prioritize competing task
• Ability to establish and maintain a collaborative relationship with stakeholders at various levels from executive to support
• Must be a team player
• Strong critical thinking, analytical and research skills
• Excellent customer service skills and strong interpersonal skills, good communicator (verbal and writing)
• Detail and process oriented
• Ability to obtain TSA Public Trust
• MS Office Suites, Excel, MS Teams, SharePoint
• Must poses Intermediate to Advance knowledge of Excel
• Must be able to sit and/or stand while performing work-related responsibilities
• Physical ability to lift up to 20 pounds 

EEO Employer:

RELI Group is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

HUBZone:

RELI Group is an established  and . We encourage all candidates who live in a HUBZone to apply.  You can check to see if your address is located in a HUBZone by accessing the .

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