Help Desk Tier II Technician Deployment

Overview

The position encompasses all aspects of customer-facing technical support for a PC-based/LAN/WAN computing environment that includes Windows, Mac, and cloud-based (AWS) workstations. Specific duties include installing and troubleshooting client software and hardware; installing and troubleshooting printers; imaging and replacing desktop workstations; administering multifactor authentication (MFA); administering Windows Active Directories; using administrative tools such as ServiceNow; administering videoconferencing applications such as Teams; tracking assets; and supporting a variety of workstation client applications, including Office 365.

Job Summary:

• • Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
• • Test new hardware and software systems and packages before deployment.
• • Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets.
• • Areas of support include computer device deployment, applications and programs, user accounts and access, print services and printer configuration, asset inventory and database management, desktop/laptop/tablet diagnostics and troubleshooting, mobility device assignment, setup, diagnostics, and troubleshooting.
• • Participate in special projects and unique requests, such as annual lifecycle refreshes and organization-wide device upgrades, which involve communicating with customer administration and performing hardware assessments.
• • Manage, control, and log accountable property in the IT warehouse space and work closely with Logistics and Property Management to ensure accountable equipment is entered and documented as appropriate.

Supervisory Responsibility: No

Skills & Abilities:

• Work with other technical teams to resolve large-scale issues.
• Demonstrated ability to independently troubleshoot and resolve escalated technical issues and helpdesk tickets.
• Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
• Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
• Must be able to lift up to 50 lbs. /23 Kg.

Education/Experience:

• 1 years of relevant experience
• Experience with Windows-based hardware, operating system, and printers.

Certification(s):

Must be DOD 8140/ 8570 Compliant

Clearance:

Secret clearance required (T3 Investigation)

Nice to have: N/A