Help Desk/Service Desk Tier I/II Technician (MCITP) and (MCSA)

Help Desk/Service Desk Tier I/II Technician with MCITP and MCSA

Premier Enterprise Solutions is looking for a Help Desk Tier Specialist with 5 years' experience, who can perform Tier I and II tasks. This position will collaborate with IT Specialists to provide user support service for the USAID/OIG user community.

This position is 100% onsite located in Washington D.C. Veterans are encouraged to apply

Tier I Duties and Responsibilities: User Support Services

• Create and delete user account and electronic mailboxes to control access to network and application resources for onboarding and offboarding processes
• Set user account access to network resources based on the organization's system security design, job role and responsibilities, and need-to-know policies and guidelines
• Utilize IM Helpdesk Ticketing System to triage, assign, update, track, and provide the requested technical support services to the requestor for help desk requests
• Maintain computer systems and provide onsite/remote support during system outages
• Ensure that user community is provided with timely and accurate resolution to support requests in accordance with Information Management (IM) Performance Standards and IM Standard Operations Procedures (SOP), to be provided by OIG to the contractor at time of award
• Provide technical support on OIG's enterprise-wide software solutions to include all software approved for use by the organization
• Respond to customer issues via phone, email, computer chat, and in-person
• Provide end user training on the use of government furnished equipment and software
• Provide timely communications and responses to managers and end user requests for information concerning projects and taskings
• Pull internal system reports to include metrics and ticket life cycle processing
• Accurately document via the agency's ticketing system (currently BMC Footprints Service Desk System) and report all help desk requests received via telephone, e-mail, voicemail, IM /chat, deskside, and walk-ins
• Operate within a continuously evolving hybrid environment consisting of on-premises, private-cloud, and cloud-hosted infrastructure and service components

Tier I and II Duties and Responsibilities: Hardware and Software Management

• Maintain user PCs, including upgrades and configuration - Tier I and Tier II
• Maintain inventory of all equipment, software, and license users - Tier II
• Update and maintain procedures for desktops, system operations, and product assembly - Tier I and Tier II
• Installation to include machine imaging and security update maintenance - Tier II
• Provide support for operating system and/or application software initiatives and ensure that current releases of software products are in use - Tier II
• Perform testing to ensure operability, efficiency, and compliance with existing standards - Tier II
• Ensure appropriate on-site repairs are successfully completed - Tier II
• Provide support in all aspects of user setup, user access to resources, system patching, antivirus, video conference, printers/copiers/ and general hardware and software components - TierJob Descriptions
• Resolve complex hardware and software configuration and network access problems - Tier II
• Ensures that IM asset tracking inventory database remains current and excess equipment is properly labeled and processed for disposal - Tier I and Tier II
• Install and configure desktop equipment for efficient operation, including moving employee workstations - Tier II
• Install and configure desktop software for proper integration with USAID/OIG supported equipment and devices, including but not limited to moving employee workstations - Tier II
• Perform daily checks routine checks on conference room equipment for approximately six conference rooms, no later than 8 AM EST - Tier I and Tier II

Required Qualifications:

• 2 years of Tier I experience
• 5 years of Tier II experience

Desired/Preferred Technical Qualification:

• Familiarity with BMC Footprints Ticketing System

Required Certifications:

• Microsoft Certified IT Professional (MCITP) and Microsoft Certified Systems Administrator (MCSA)
• One of the Desired/Preferred IT Industry Certifications listed below
  • CompTIA A , or Network or Security
  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified: Azure Administrator Associate
  • Help Desk Institute (HDI)
  • Information Technology Infrastructure Library (ITIL)

Required Clearance:

• Active Secret

The OIG's applications and services will change over time. All personnel on contract shall adapt to the evolution of the USAID OIG's technology landscape.

Premier Enterprise Solutions offers full-time employees a comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.

It is Premier Enterprise Solution's policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other characteristic protected by applicable federal, state or local.