What are the responsibilities and job description for the Service Desk Technician: Tier 2 position at QBE LLC?
Company Description
QBE LLC is a leading management and technology consulting organization for the federal government and defense and intelligence communities. Our unparalleled experience, in-depth insights and sought-after technical expertise allow us to transform mission-critical challenges into business-changing opportunities. With a proven record of accomplishment delivering full life cycle solutions, QBE LLC consistently exceeds customer expectations. Our experienced team delivers measurable and sustainable results that improve efficiencies, save money and ensure mission success.
Job Description
Position Purpose: Provide day to day user support – resolve an average of 7 tickets plus per day - 65,000 plus users and Computers - - 10,000 plus printer/multi-function device objects
Position Description: Provide direct support for the customer. Provide maintenance and support of user accounts, computers and laptops across continental United States. Configure laptops for secured wireless access on government networks. Coordinate repairs and perform repairs of desktops, laptops, servers and print objects. Utilize Microsoft Remote Desktop (RDP) and CA Remote to install/configure software and troubleshoot network, hardware and/or software issues. Assist in file/print server management as well as Enterprise level servers in field. Provide touch labor to all centers within 150-mile radius as required. Assist local Command with SIPR support as necessary. User base of more than 100K staff consisting of Fulltime Active Reservist, Weekend Duty Reservist, Civilian and Contractor staff with more than 50K device objects within the Enterprise consisting of laptops, workstations, servers, printers, multi-function devices, routers and switches. *learn to troubleshoot and support new programs a and applications as they are fielded
Qualifications
Trouble shooting Skills for:
· Email – DISA Enterprise email with OWA access or Outlook client.
· Microsoft Office Suits/Microsoft Live Communications (LCS)
· Internet Explorer / Firefox.
· CA – Service Desk ticketing System.
· CA Remote tools.
· RDP remote tools.
· NAC Tools.
· Establish and/or troubleshoot network printers on cluster environment via console.
· Active Directory Users and Computers create and manage computer accounts, manage user accounts.
· Troubleshooting DHCP, Internet and Network connectivity issues.
· Install and or troubleshoot and any other software authorized and approved for use on Network.
· Maintain CE membership and credentials accordingly - *may change depending on contractual obligation or government requirement
Requirements:
5 years of relevant experience
IAT Level II Security CE certification
Active DoD Secret Security Clearance
Additional Information
The Facts: Why Choose QBE LLC!
- A leading management and technology consulting organization
- Founded in 2008 by senior architects and engineers
- 100 employees
- Possess a strong foundation of solid engineering principles and business knowledge
- Focused on the federal government and defense and intelligence communities
- Services ranging from executive level consulting to staff augmentation and management
- Provides support in 7 states as well as full-time resources in Kuwait and Afghanistan
