What are the responsibilities and job description for the Tier II Helpdesk Technician position at Visionary Solutions LLC?
Overview:
Job Title: Tier II Helpdesk Technician
Work Location: Herndon, VA
Security Clearance: Active TS/SCI preferred
Schedule: Full-Time
FLSA Status: Exempt
Due to the nature of the work and contract requirements, U.S. citizenship is required.
Responsibilities:
We are seeking an experienced Tier 2 Helpdesk Technician to support our Network Operations Center and join the Visionary Solutions team! This position will perform complex user problem analyses, monitor the network management systems, and ensure they provide professional solutions to customer requests and/or issues.
- Resolve more complex issues escalated from Tier I support by analyzing the problem, establishing an efficient solution, and ensuring proper follow-up to end-users.
- Remotely assist users with desktop, server, printer, phone, and other applicable device setup, configuration, and troubleshooting.
- Maintain a high customer service focus, exhibiting expertise, timeliness, and professionalism while interfacing with users and senior personnel.
- Monitor helpdesk channels, such as phones, email, and web chat, for maximum efficiency and connectivity and provide prompt guidance and support for our customers' issues.
- Effectively communicate with customers, colleagues, and senior personnel to effectively diagnose problems, explain technical solutions to users, and provide step-by-step guidance to ensure satisfactory resolution.
- Assist with the training and knowledge management of Tier 1 support technicians.
- Test and implement new systems, software, and applications to improve network infrastructure.
- Ability to maintain 24/7 network operations coverage; potential shifts include day, night, weekends, and holidays.
- Maintain accurate documentation of all customer requests, services provided, and status updates.
- Document and escalate issues to appropriate tier group/personnel support.
Required Qualifications:
- An HS degree or equivalent is required; a bachelor's degree in engineering, computer science, information technology, or a related field is preferred.
- Four (4) or more years of experience working with networking and operating systems, including computer software, hardware, and networking applications.
- Hands-on experience with SolarWinds and ServiceNow in a production environment.
- Security CE certification required.
- CCNA or JNCIA-Junos certification required.
- Must obtain and/or maintain an active TS/SCI.
- Must be able to pass a background check and drug test.
- Must be willing to work outside a standard M-F, 9-5 shift, including occasional nights, weekends, and holidays.
- Strong organizational skills and the ability to manage multiple tasks and prioritize projects.
- Excellent oral and written communication to express complex technical concepts effectively.
Preferred Qualifications:
- Strong knowledge of networking concepts, including BGP, OSPF, VLANs, STP, NAT, and VPNs.
- Experience using preferred enterprise ticketing and monitoring tools, e.g., SolarWinds and Cisco ISE.
- Experience with automation tools like Ansible, Terraform, or Python scripting.
- Proficiency in Linux and Windows server administration.
Possible Shift Schedules:
10-hour shifts 4-3-3-4 Same Shift
Morning Shift: 6:00 am – 4:00 pm
Day Shift: 10:00 am – 8:00 pm
Night Shift: 8:00 pm – 6:00 am
Physical Requirements:
The work is performed in an office environment and is primarily sedentary in nature. The individual must remain stationary for prolonged periods and alternate between different stationary positions. The individual must also be able to move about the office at times. This position requires the ability to communicate frequently. This position may occasionally require the ability to ascend stairs, reach, stoop, kneel, lift light to medium objects, view and operate a computer, keyboard, telephone, and other office equipment, and withstand moderate noise and temperatures.
This position requires shift work to maintain operational needs 24/7. Individuals must be available to work evenings, nights, weekends, and holidays to ensure access to mission-critical work and end-users at all times.
Visionary Solutions EEO:
Visionary Solutions, LLC. is committed to utilizing technology to transform real-world problems into innovative solutions. By ensuring we provide the right resources at the right time, our purpose as a partner is to provide experience from ideas to application, encompassing a wide range of complex systems and utilizing technical skills, hands-on experience, and critical thinking abilities to achieve our customer’s success. We are always searching for dedicated and passionate people to join our team.
Visionary Solutions is an equal opportunity employer (EEO) focused on creating a culture of trust, equity, and inclusion. All qualified applicants are invited to apply to our openings and will receive equal consideration for employment, regardless of race, color, gender identity, religion, age, sex, sexual orientation, national origin, disability status, veteran status, or any other characteristic protected by law. In doing so, we affirm our commitment to foster a workplace environment free from unlawful discrimination, harassment, and retaliation.
