Hardware Analyst - DOJ EOIR End User Support

Hardware Analyst - DOJ EOIR End User Support

Job Title: Hardware Analyst

Government Agency: DOJ EOIR

Position Information: Full-time

Location: Falls Church, VA;
Hybrid (3 days onsite/2 days telework); initial 60 days 100% onsite for training

Position Timing: Requires DOJ Public Trust clearance (4‑6 weeks), must be complete prior to employment.

Benefits: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account, 11 Paid Federal Holidays, 3 weeks Paid Time Off.

ITC Federal is seeking a motivated, career and customer‑oriented Hardware Analyst to join our team in Falls Church, VA. This hybrid position supports the US government with a weekly schedule of 4 days onsite and 1 day remote, and weekend work on Saturdays and Sundays performed remotely. Fast‑paced work environment offers hands‑on experience with a variety of IT solutions to solve mission‑critical problems supporting the US government.

• Open, receive, manage, and resolve customer hardware incident and service request tickets as part of the OIT Service Desk Hardware Team.
• Respond to customer emails sent to the OIT Service Desk Hardware mailbox.
• Resolve issues with hardware and deploy hardware for customers, including laptops, desktops, mice, keyboards, docking stations, printers, scanners, and associated cabling.
• Provide on‑site and remote support in a timely and professional manner.
• Perform imaging, deployment, and replacement of computer systems in accordance with organizational standards.
• Assist with incoming calls during high call volume periods to maintain service levels.
• Support OIT Service Desk hardware inventory tasks and management.
• Work an eight‑hour shift within the OIT Service Desk operating hours of 6:00 AM to 8:00 PM Eastern Time.
• Periodically travel to EOIR Immigration Courts to provide customer support, move equipment, set up equipment, and prepare equipment for shipment (typical travel 15% or less of scheduled work hours in a calendar year).
• Complete other duties as assigned.

• Ability to obtain a DOJ Public Trust clearance prior to start date.
• Minimum of two years of professional experience supporting an IT service desk or performing similar IT support work.
• Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; experience providing IT support to users via phone, email, and/or in person.
• Knowledgeable with Microsoft Windows 10 and 11, basic networking concepts, PC hardware, and COTS software.
• Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers.
• Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast‑paced, service‑oriented environment.
• Must be able to work an eight‑hour shift between 6:00 AM to 8:00 PM as assigned.

• Bachelor’s degree from an accredited university.
• One or more IT certifications such as A+, Security+, Network+, or ITIL.
• Experience working with Service Now.

• Candidate must be able to function in a general office environment.
• Remain in a stationary position 50% of the time; regular movement around the campus of large immigration courts required to provide hands‑on support to customers.
• Ability to lift and move IT equipment weighing up to 50 pounds.

ITC Federal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.