Job Title: Help Desk Tier II Support (Hardware Specialist-VDI user support)

Overview
EIS is providing IT support and consulting services to the Census Bureau's LAN Technology Support Office to develop, maintain, and enhance the Census Bureau-wide Virtual Desktop Infrastructure (VDI) capability at the Bureau's headquarters in Suitland, MD as well as to provide follow-on technical and operational support of the VDI system.

Responsibilities
Summary of Major Job Functions:
Respond to inbound technical calls and help desk tickets from customers in an efficient, courteous, and knowledgeable manner. Ensure that all calls taken have been resolved and if not resolved, ensure escalation has been done and the customer has been contacted. Resolve customer issues by gathering information, determining the customer's needs, and conducting research to find a suitable solution. Acquire and maintain a working knowledge of a wide range of applications and systems.
Primary Responsibilities:
Providing customers with support for basic help desk incidents up to intermediate IT troubleshooting. This position involves troubleshooting workstations on a variety of platforms; mainly Microsoft Windows (All Versions). Communicate in layman terms complex technology to customers both in-person and over the phone.

Qualifications
Required Skills & Qualifications
Candidates must b able to pass a US Public Trust background check for badging and to access client systems. Experience using Remedy IT service management software (or similar tool) to track incidents and service requests through the full lifecycle. Ability to learn new technologies quickly (MS Operating Systems, MS Office products, and Census specified software). Experience with Active Directory management & administratio Provide in-person, phone and email support to end-users promptly and professionally. Knowledgeable of Problem Management best practices and processes. Experience working in a high-speed, fast-paced and ever-changing field. A fun, customer-focused attitude.Desired Skills & Qualifications
• Ability to interact at all levels of management internally, and with customers and suppliers.• Superior communication skills, both verbal and written.• Excellent follow-through.• Professional appearance.• Takes initiative and doesn't need constant instruction. Must also be able to multi-task and manage time amongst clients.• Flexibility and ability to bounce between projects quickly.• A natural troubleshooter; someone who will see a problem through until its resolved, and is able to quickly diagnose problems.

EIS is an Equal Opportunity Employer/M/F/V/Disabled.