2 Service Desk Tech Tier 2 LEAD Jobs in Frederick, MD

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Service Desk Tech Tier 2 LEAD

American Management Group

Frederick, MD | Full Time

$50k-62k (estimate)

2 Months Ago

Service Desk Tech Tier 2

American Management Group

Frederick, MD | Full Time

$53k-67k (estimate)

2 Months Ago

Service Desk Tech Tier 2 LEAD

$50k-62k (estimate)

Full Time | Insurance 2 Months Ago

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American Management Group is Hiring a Service Desk Tech Tier 2 LEAD Near Frederick, MD

Job SummaryThe Tier 2 IT Technician Support Task Lead is responsible for working on Enterprise Service Desk Tickets and on customer issues. The Lead will also provide all management, administrative, clerical, and supervisory functions required for the effective and efficient performance of this contract. The Lead will provide project management functions and provide reports required. Additionally, they will ensure that all personnel are appropriately qualified to perform on the contract and that all operations are conducted per Occupational Safety and Health Administration (OSHA), federal, state, local and VA guidelines. The Lead is additionally responsible for the overall implementation and activity of personnel. The Task Lead shall communicate on all issues related to project outcomes. Will coordinate requirements with necessary personnel to ensure that services are properly provided; meet regularly with the Subject Matter Experts to review issues; and provide weekly status reports in a draft format for approval. The task lead shall attend the post award conference in person to discuss the project approach, schedule, milestones, and provide points of contact.

Essential Functions and Responsibilities

Monthly Progress and Status Reports to address any issues or deficiencies.
The Task Lead shall maintain accountability for all Government-Furnished Property (GFP) formally issued from the VA to the Contractor (via an electronic hand-receipt) using standard methods such as spreadsheet trackers to keep track of 100% of all GFP.
Inventory all the GFP provided to the Contractor from the VA no less than monthly, and report to the PM any missing property.
Perform technical office administration functions, including coordinating meeting arrangements, establishing webcasts and conference calls, and setting up conference rooms with phones, laptops, projectors, video teleconferencing, and other equipment as needed.
Assist Tier 2 Support Technicians with the following functions:
Troubleshoot any problems or issues that arise with Windows/laptops from the network drop to the desktop/laptop, prioritizing systems infected with viruses.
Respond to alert notifications or escalation of issues. Determine the probable cause of the issue and take the appropriate intervention action(s) to restore the Windows desktop/laptop to operational status.
Provide Tier 2 PKI assistance. Install virtual desktop client (Citrix Access Gateway (CAG) /Azure Virtual machine) to existing office platform.
Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop, as required.
Load, configure, and update Virtual Private Network (VPN) and RESCUE software on a desktop or laptop as needed.
Disconnect and/or reconnect desktop and peripherals in support of office moves.
Respond to the Campus location for the purpose of dealing with hardware and/or software problems that cannot be solved through remote tools and that require the physical presence of a technician.
Support BitLocker software issues.
Image, configure and deploy and install new devices to campus Customers.
Active Directory system management.
Support Remote Customers.
Produce new and update/maintain existing Standard Operating Procedures for IT Support.
OS and Application troubleshooting and support.
Resolve systems management issues related to device security and software configuration.
Troubleshooting systems-related issues impacting encryption and device applications.
Testing and validating new and related applications to ensure compatibility within the IT environment
Imaging devices as needed onsite.
Troubleshoot network ports associated with desktop/laptop moves and trouble tickets.
Activate network ports for desktop/laptop moves or inactive ports discovered in the process of resolving desktop/laptop trouble tickets.
Document any troubleshooting and corrective actions taken to resolve inactive network ports related to moves or desktop/laptop trouble tickets in the system, (approximately 40 tickets per month).
Desktop support requests shall be categorized. If the nature of the Desktop/Laptop Support Coverage work is critical, tickets must be immediately addressed by priority once assigned.

Education and/or Experience

Microsoft 365 certified, Endpoint Administrator (MD-102) -OR- Modern Desktop Administrator Associate certs
Effectively communicate, both verbally and in writing, in the English language.

Work Environment

Work will be performed on site at the Government location at 7485 New Horizon Way, Frederick, MD 21703, with work during the core hours of 7:30am to 5:00pm, Monday through Friday.