Tier II Helpdesk Technician

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 II Helpdesk Technician to support our Network Operations Center and join the Visionary Solutions team! This position will be responsible for performing a variety of complex user problem analyses, assisting with monitoring the network management systems and ensuring they provide professional solutions to customer requests and/or issues.

• Resolve more complex issues that have been 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 level of 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 to 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, holidays.  
• Maintain accurate documentation of all customer requests, services provided, and status updates. 
• Document and escalate issues to appropriate tier group/personnel support as necessary. 

Qualifications:

• HS degree or equivalent required; Bachelor's degree in Engineering, Computer Science, Information Technology or a related field preferred.
• Four (4) or more years of experience working with networking and operating systems, including computer software, hardware and networking applications.
• Security CE certification required. 
• CCNA or JNCIA-Junos certification required.
• Experience utilizing Service Now preferred. 
• Experience using enterprise ticketing and monitoring tools preferred, e.g. SolarWinds, Cisco ISE.
• Must be able to obtain and/or maintain an active TS/SCI with full-lifestyle polygraph security clearance.
• Must be able to pass a background check and drug test.
• Must be willing to work outside of 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, in order to express complex technical concepts effectively. 

Possible Shift Schedules: 

10-hour shifts 4-3-3-4 Same Shift 

Morning Shift: 6:00am – 4:00pm 

Day Shift: 10:00am – 8:00pm 

Night Shift: 8:00pm – 6:00am 

Physical Requirements:

The work is performed in an office environment and is primarily sedentary in nature. The individual will be required to remain in a stationary position for prolonged periods of time 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 to withstand moderate noise and temperatures. 

This position does require shift work to maintain 24/7 operational needs. Individuals must be able available to work on 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 idea 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 on the search 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.