What are the responsibilities and job description for the Enterprise Desktop Support II position at Randstad Enterprise?
Job Title: Level 2 Enterprise Desktop Support Technician
*No C2C/No Sponsorship*
Location: Indianapolis, IN - 100% onsite
Duration: 2-3 month contract covering for techs on leave. Possibility of extension or longer term potential.
Job Summary:
We are seeking a skilled and experienced Level 2 Enterprise Desktop Support Technician to join our team in Indianapolis. This role will provide advanced technical support to our employees, focusing on complex desktops, application, and network issues within an enterprise environment. You will serve as a key escalation point for the help desk, providing in-depth troubleshooting and resolution.
Responsibilities:
- Advanced Desktop Support:
- Provide Level 2 technical support for complex hardware and software issues, including advanced troubleshooting of Windows and macOS operating systems.
- Diagnose and resolve issues related to enterprise applications, including Microsoft Office 365, specialized software, and custom applications.
- Manage and troubleshoot virtual desktop infrastructure (VDI) environments.
- Perform advanced printer and peripheral troubleshooting.
- Enterprise Systems Management:
- Participate in the deployment and management of enterprise-level software and hardware.
- Administer and troubleshoot Active Directory user accounts, group policies, and security permissions.
- Assist with the management of endpoint security solutions, including antivirus, anti-malware, and patch management.
- Troubleshoot and support VoIP systems.
- Network Support:
- Provide advanced network troubleshooting for LAN, WAN, and Wi-Fi connectivity issues.
- Assist with the configuration and maintenance of network devices, including routers, switches, and firewalls.
- Troubleshoot VPN and remote access issues.
- Incident and Problem Management:
- Serve as an escalation point for the help desk, handling complex and escalated support tickets.
- Document all support activities and resolutions in the ServiceNow ticketing system, ensuring accurate and detailed records.
- Identify and resolve recurring issues, contributing to problem management efforts.
- Create and maintain technical documentation and knowledge base articles.
- Project Support:
- Participate in IT projects, including software deployments, hardware upgrades, and system migrations.
- Provide technical support for meetings and presentations, including audio-visual equipment setup and troubleshooting.
- Security Compliance:
- Adhere to all V2X security policies and procedures.
- Assist with security audits and compliance initiatives.
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- 3 years of experience 1 in an enterprise desktop support role, with a focus on Level 2 support.
- Advanced knowledge of Windows and macOS operating systems.
- Strong experience with Active Directory, group policies, and user account management.
- Experience with enterprise application support and troubleshooting.
- Strong understanding of networking concepts and troubleshooting.
- Experience with help desk ticketing systems and incident management.
- Excellent problem-solving and analytical skills.
- Strong communication and customer service skills.
- A , Network , or other relevant certifications are highly desired.
Preferred Skills:
- Experience with VDI environments (e.g., VMware Horizon, Citrix).
- Experience with endpoint management tools (e.g., SCCM, Intune).
- Experience with cloud-based services (e.g., Microsoft 365, Azure).
- Experience with VoIP systems (e.g., Cisco, Avaya).
- Experience working within a government contracting environment.
- Security certification.
