Computer Support Specialist

Atlanta, GA, United States

About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority-owned, CVE-verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S. government agencies and organizations.

About the Position:

TJFACT is seeking to hire a well-versed Computer User Support Specialist to work Onsite in Atlanta, GA to support the CDC

The CDC Office of the Chief Information Officer (OCIO) develops and coordinates CDC-wide plans, budgets, policies, and procedures for IT infrastructure services. OCIO is modernizing IT at the agency to better respond to customer needs, collaborate across OCIO, and deliver public health impact to programs. OCIO supports approximately 33,000 client devices, (desktops, laptops, tablets and mobile phones) running MS Windows as the primary desktop/laptop operating system (OS). The Microsoft Office Suite along with core infrastructure applications is installed on all CDC desktops.

Duties and Responsibilities

The Contractor shall provide hardware support via the CDC Service Manager ticket system. The Contractor shall access the Service Manager to retrieve and identify assigned tickets. Each ticket has a system generated Service Level Agreement (SLA) that is determined by the type of work. Tickets are to be opened and closed in accordance with the CDC SLA. The timeframe for ticket completion will be determined by the scope of work of each ticket issued. The Service Manager will generate the completion time based on ticket category. The Contractor shall direct all questions, concerns, and issues regarding the work to the Campus Lead IT Specialist or the OCIO Depot Lead.

The Contractor will be assigned to a campus in accordance with workload priorities. The Contractor work location may be reassigned to another CDC Atlanta campus as workload fluctuates. Work will be monitored by the CDC Lead IT Specialist at each CSC or the OCIO Depot Lead and reported to the CEO Technical Monitor. Experience with Office 365 and the ability to lift 40 pounds is required.

The Contractor shall be knowledgeable with computer imaging processes used to install computer software and will be required to image/re-image CDC desktop and laptop computers using government furnished CDC Software Development Team Info computer imaging tool in preparation for issue to customers. The Contractor will ensure all imaging/re-imaging procedures are followed and completed, including data backup, BIOS and system patches and will work with the appropriate team to address issues and correct problems resulting from imaging/reimaging. The Contractor is responsible for preparing the computers for issuance but is not responsible for issuing computers to customers.

The Contractor shall install monitors in identified work areas on to the desk, connect them directly to the computer or docking station and ensure functionality. The Contractor shall also install dual monitor configurations on to existing monitor arms in identified work areas using the appropriate tools and brackets supplied by the government. The Contractor will ensure monitors connected to monitor arms are properly and safely installed and functioning. Installation of monitor stands physically connected to the desks is not part of this work.

The Contractor shall perform distribution, shipping & receiving of computers and peripherals at the OCIO Depot following CEO Shipping and Receiving procedures. The Contractor shall process receipt of approximately 200 – 300 computers monthly at the OCIO Depot from CDC customers. The Contractor will work with OCIO Depot staff to coordinate the distribution of computers to each campus. The Contractor shall also coordinate with campus staff to ship laptops to offsite CDC customers when requested.

The Contractor shall schedule and coordinate the pickup and return of equipment at the Drive Thru CSA using the Drive Thru procedures. The Contractor will complete all property paperwork following the CDC property management procedures.

Required Skills and Experience U.S. Citizen

3 to 5 years’ experience in Computer user support

Possess a valid Driver’s License and able to obtain a HSPD-12 Security clearance

Installation of monitors, including monitors on sit-stand workstations and monitor arms

Desktop retrieval

Computer backup and imaging

Shipping and receiving of computers and peripherals

Schedule and coordinate equipment distribution and returns

Preferred Skills and Experience A Bachelor’s degree from an accredited institution

Preferred certifications include CompTIA A+, Network+, MCSA, CCNA

Benefits: Medical, Vision and Dental Insurance

401-K plus match

Paid Vacation days

Paid holidays

Short Term and Long-Term Disability

Voluntary Term Life

TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)