What are the responsibilities and job description for the Tier II Help Desk position at Ardent Eagle Solutions?
Overview:
Founded in 2012 by experienced government and industry professionals, AES has built a strong reputation for delivering high-quality services to agencies such as the Department of Commerce and other federal entities. The company is committed to excellence, integrity, and mission success, ensuring efficient and effective support for critical government programs.
Responsibilities:
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Provide technical support and troubleshooting assistance to end users, ensuring efficient resolution of IT-related issues. Maintain system functionality, support hardware and software needs, and deliver excellent customer service to enhance overall user experience and productivity.
Background:
Ardent Eagle Solutions (AES) is a government contracting firm specializing in providing innovative solutions and professional services to federal civilian agencies. Headquartered in Tampa, Florida, with a regional office in the National Capital Region, AES delivers expertise in information technology, cybersecurity, program management, and operational support.
Founded in 2012 by experienced government and industry professionals, AES has built a strong reputation for delivering high-quality services to agencies such as the Department of Commerce and other federal entities. The company is committed to excellence, integrity, and mission success, ensuring efficient and effective support for critical government programs.
- Configure, install, and troubleshoot software on end-user computers and mobile devices.
- Support end-users by responding to technical issues via phone, email, and in-person requests.
- Manage laptop and mobile device provisioning, maintenance, and troubleshooting.
- Set up and verify IT hardware in workstations, offices, cubicles, and conference rooms.
- Assist with meeting and conference support, including webinar setups, technical kickoffs, and equipment setup/breakdown.
- Provide operational support for audio/video systems.
- Unbox, test, and prepare newly received IT equipment, such as laptops, desktops, mobile devices, and printers.
- Support occasional off-site meetings in the Silver Spring, MD area, which may include transporting and setting up IT equipment.
- Act as an escalation point for complex technical issues requiring Tier 3 assistance.
- Handle workstation relocations, system imaging, loaner device preparation, hardware refreshes, and coordination of warranty repairs.
- Participate in network and application updates by assisting with testing and implementation.
- Conduct limited Active Directory account management.
- Assist with IT asset management by supporting property accountability and tracking in coordination with designated custodians.
- Contribute to various IT support projects and initiatives aimed at improving customer experience.
More than 4 years of experience in the field or in a related area.
Education:
BS/BA degree in a related area (or equivalent).
Benefits and EEO:
At Ardent Eagle Solutions, we offer a comprehensive benefits package to our employees and their families:
- Medical/Dental/Vision Coverage
- Matching 401(k) Plan
- Continuing Education Assistance
- Paid Time Off
This job description is intended to describe the general scope of work and level of work that is needed to perform while on task with Ardent Eagle Solutions. Other duties may be assigned. Selected candidates may undergo a government security investigation and must fulfill eligibility criteria for accessing classified information. US citizenship may be a prerequisite for certain roles.
Ardent Eagle Solutions is an Equal Opportunity Employer
Ardent Eagle Solutions is an Equal Opportunity Employer
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