Job Details
Harmonia Holdings Group, LLC is an award-winning minority and female owned federal government contractor committed to providing innovative, high-performing solutions to our government clients and focused on fostering a workplace that encourages growth, initiative, creativity, and employee satisfaction.
We have an exciting job opportunity for a Hardware Technician. As a Hardware Technician, you will play a crucial role in ensuring the smooth operation of IT systems and providing comprehensive end-user support services to facilitate the execution of the agencies core mission. Your responsibilities will include maintaining a fully functional Service Desk, providing on-site support 24/7/365 to approximately 1,200 desktop computer users globally and domestically. You will ensure the availability and reliability of hardware systems, including geospatial hardware and applications while adhering to service level agreements (SLAs) and IT Service Desk Customer Service Guide. This role requires an active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
Responsibilities:
- Provide 24/7 customer and technical support using multiple channels (phone, email, chat, ticketing system, walk-up window, appointments, deskside support, etc.), utilizing standardized processes, automation, and best practices.
- Offer Tier 0 and 1 support, including self-help knowledge articles and instruction over the phone, remote services, and deskside support for troubleshooting.
- Maintain walk-up service from 6 am to 6 pm, Monday through Friday, ensuring consistent support availability.
- Assist global users via various support channels, including phone, ticket systems, chat, and email.
- Manage ticket and contact management to ensure timely closure within SLA.
- Provide White Glove service to VIPs, including SES/SFS, political appointees, directors, and other designated individuals.
- Facilitate document transfers across multiple classification levels and assist customers with connectivity to IC websites.
- Ensure professional phone service, minimizing hold times to under 1 minute for all customers.
- Manage PKI for IC customers, including assistance with importing PKIs into web browsers.
- Provide account management services, including creation, password resets, security group management, etc.
- Support non-INR users domestically and overseas, managing email accounts, distribution lists, security groups, Outlook/Exchange troubleshooting, etc.
- Troubleshoot audio settings, remote desktop connections, application management, O365 license issues, Sharepoint access issues, virtual desktop connection issues, and installation of peripherals.
- Assist with office moves by setting up, moving, and installing equipment to and from locations.
- Provide assistance in inventorying INR/TIO equipment and reporting equipment status.
Qualifications:- Bachelor's degree
- Minimum of 3 years of experience in hardware support or related field, preferably in a government or military environment.
- Proficiency in troubleshooting hardware and software issues, including desktops, laptops, printers, VTC systems, and peripherals.
- Strong knowledge of ITIL practices, including incident, problem, and change management.
- Excellent communication skills, both verbal and written, with the ability to interact professionally with customers at all levels.
- Experience in providing technical support via phone, email, chat, and in-person.
- Familiarity with IT security practices, including PKI management and adherence to security protocols.
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively.
- Certifications Preferred NOT Required: CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) preferred.
- Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
Work Location: Onsite in DC
Additional Requirements:- Flexible working hours, including availability for on-call duty and occasional weekend work.
- Willingness to undergo additional training as required.
#LI
As per the Executive Order on Ensuring Adequate Covid Safety Protocols for Federal Contractors and regulations as detailed by www.saferfederalworkforce.gov , it is recommended that all federal government contractors be vaccinated against Covid-19, unless approved for an exemption/ accommodation on the basis of a sincerely held religious belief or medical circumstance.
Here at Harmonia we are pleased to have been repeatedly recognized for our outstanding work culture, the innovative work we do, and the employees on our team who make a difference each day. Some of these recognitions include:
- Recognized as a Top 20 "Best Place to Work in Virginia"
- Recipient of Department of Labor's HireVets Gold Medallion
- Great Place to Work Certification for five years running
- A Virginia Chamber of Commerce Fantastic 50 company
- A Northern Virginia Technology Council Tech 100 company
- Inc. 5000 list of fastest growing companies for eleven years
- Two-time SBA SBIR Tibbett's Award winner
- Virginia Values Veterans (V3) Certification
We recognize that every bit of our success is the result of our teams of hard-working, motivated, and innovative professionals who are proud to call themselves part of the Harmonia family! In addition to competitive compensation, a family-focused culture, and a dynamic, productive work environment, we offer all full-time employees a variety of benefits including, but not limited to
- Traditional and HSA- eligible medical insurance plans w/ Wellness Incentives for employees and family
- 100% employer-paid dental and vision insurance options
- 100% employer-sponsored STD, LTD, and life insurance
- Veterans Cohort
- Gym membership reimbursement
- 401(k) matching
- Dollar-for-dollar 501(c)(3) donation matching
- Flexible-schedules and teleworking options
- Paid holidays and Flexible Paid Time Off
- Adoption Expense Reimbursement
- Paid Parental Leave
- Professional development and career growth opportunities and paid training days
- Employer-sponsored Employee Assistance Program for employee and family
- Team and company-wide events, recognition, and appreciation and so much more!
Check out our LinkedIn, Facebook, and Instagram to find out a little more about who we are and if we are the right next step for your career! Harmonia is an Equal Opportunity Employer providing equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity, sexual orientation, disability, or genetics. Harmonia does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans. To perform the above job successfully, an individual must possess the knowledge, skills, and abilities listed; meet the education and work experience required; and must be able to perform each essential duty and responsibility satisfactorily. Other duties in addition to those listed may be assigned as necessary to meet business needs. Reasonable accommodation will be made to enable an applicant with a disability to successfully apply for and/or perform the essential duties of the job. If you are in need of an accommodation, please contact ...@harmonia.com.