2 Service Desk Tech Tier 2 Jobs in Frederick, MD

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Service Desk Tech Tier 2

American Management Group

Frederick, MD | Full Time

$53k-67k (estimate)

2 Months Ago

Service Desk Tech Tier 2 LEAD

American Management Group

Frederick, MD | Full Time

$50k-62k (estimate)

2 Months Ago

Service Desk Tech Tier 2

$53k-67k (estimate)

Full Time | Insurance 2 Months Ago

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

Job SummaryThe Tier 2 IT Technician will provide Tier 2 level support for the current standardized desktops/laptops running Microsoft Windows 10, MS Office 365, and other standard products, as well as VA-related software and approved peripheral devices. The specific software versions may change with new releases. The contractor must support the latest version of all Microsoft or other products. They should also be prepared to provide support for new versions of software as the VA adopts them. Additionally, they will assist with help desk tickets, maintain service order, and track assignments. Senior Executives will receive "white glove" service either on-site or remotely, and they may request assistance prior to creating a ticket. In such cases, the technicians will follow up with the submission and closure of a ticket for services. Finally, all tickets must have detailed solutions documented by the technician.Additionally, provide Classroom and Training support for training instructors and classroom staff. Ensuring classrooms are functional and ready for training and that meetings are organized and conducted smoothly. Set up the necessary equipment in training and conference rooms, provide desktop support to troubleshoot issues that interfere with training and conferences, and coordinate successful meetings and teleconferences.

Essential Functions and Responsibilities

Technology support services include:

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.
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.
Meeting and Training services include:
Provide equipment set-up support to training instructors.
Provide customer support to incoming students during the hours of 7:30am-9:30am. Monday through Friday
Setup AV systems, displays and computers for all the training/conference rooms
Setup classroom shared network storage as necessary to support training/meetings
Provide desktop support for classroom/meeting attendees during training classes and meetings
Setup Video Teleconferencing sessions.

Education and/or Experience

Microsoft 365 certified, Endpoint Administrator (MD-102) - OR - Modern Desktop Administrator Associate.
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.