ABOUT SNAP INC

Established in 1998, SNAP, Inc. is an SBA-certified 8(a) small disadvantaged  business headquartered in Chantilly, Virginia.  SNAP is also a certified Minority Business Enterprise in both Maryland and Virginia.

SNAP is a trusted solutions provider of Information Technology and mission-critical on-site support services including research, analysis, and strategic planning for Federal and State Government and commercial clients.

Require : Field Technician

PERSONNEL DUTIES AND RESPONSIBLITILIES

1. Answering Help Desk calls and logging each call into the help desk system.
 2. Reviewing call history, assessing the problem, resolving the problem, and documenting in the help desk system.
3. Ensuring that all workstations are current on drivers, patches and security updates.
4. Creating/restoring workstation images.
5. Troubleshooting workstation network connectivity issues.
6. Setting up new workstations and printers to access the network.
7. Deploying new state procured equipment and software to the existing network. 8. Replacing existing hardware/software and removal of the hardware/software and transporting to a specified location.
9. Documenting moves/adds/changes in accordance with client inventory and DGS policies/procedures.
10. Troubleshooting issues regarding all hardware and software stated above.
11. Installation of software/hardware on workstations.
12. User account changes such as moves/adds/deletes and access rights (helpdesk personnel).
13. Password resets (helpdesk personnel)
14. Work in cooperation with the current contractor as well as other client staff.
15. Attend internal client staff meetings as requested.

EXPERTISE REQD:
The staff must demonstrate a level of expertise in Microsoft software and network systems. Personnel provided by the TO Contractor shall have a strong background in personal computers, knowledgeable in networking and networked systems, be able to technically diagnose and document problems, apply solutions, and have good customer service and communication skills. Knowledge base shall include 1 year experience in each of the following:

* Novell 5.1 and Microsoft Active Directory: Troubleshoot PC hardware or software. Current Contractor will handle most of the server problems, but there may be instances when the individual will be called to assist in installation of equipment or for the correction of a user problem.
* Dell PCs, Panasonic laptops, stand-alone and networked printers, standalone and networked scanners, modems, jet direct cards. Repair, install, upgrade, or reconfigure any of these items utilized within the agency.
* Windows 2000 and XP Operating Systems: Must be able to install and properly configure all operating systems.
* Standard Software: Must be proficient in Microsoft Office 2000 and 2003 Professional Suite, Microsoft Outlook 2003, Attachmate, McAfee Virus Scan, Adobe Acrobat, Photo Editor, Cisco VPN software and imaging software.
* Help Desk: Client utilizes Computer Associates Unicenter Help Desk software for tracking all service calls. Individual must be proficient in help desk software (opening, documenting, closing, and follow up on service calls).
Qualifications:
* Network: TCP/IP
* Virus Protection/Anti-Spyware: McAfee Enterprise Virus scan
* Desktop O/S: Windows 2000 and/or XP
* Server O/S: Novell 5.1, Windows 2000/2003 Servers * Directory Services: NDS and Active Directory * Internet browser: Microsoft Internet Explorer 6.x
* E-mail/Scheduling: Microsoft Outlook 2003
* Office Automation: Microsoft Office 2000/XP/2003 Attachmate Adobe Acrobat (Professional, Standard, and Reader) Visio MS Project
* CADD: Microstation v 8 and above (contractor may be required to perform basic installation tasks)
* Patch Management: Shavlik