Tier Two Help Desk System Technician

Job Description

Job Description

SiloSmashers, Inc. is a leading management and IT consulting firm, serving as a trusted advisor and solutions partner to a diverse range of government, business, and not-for-profit organizations. Applying proven expertise and methodologies, we help our customers align and mobilize every aspect of their operations, strengths, and resources to achieve Peak Performance and increased business value today and through the years ahead.

Position Overview

SiloSmashers is hiring for a ​Tier 2 Help Desk System Technician​ to support a multi-tier service desk with a federal client. This help desk support consists of troubleshooting and repair of workstations, peripherals, applications, operating system, email, remote access, workstation moves or new installations, new account creation, and maintenance of networks. The ​Tier 2 Help Desk System Technician​ supporting the multi-tier service desk will create/respond to and diagnose the initial trouble ticket. The ideal candidate possesses an inherent interest in learning the latest technology and a proven ability to learn quickly and solve engineering problems collaboratively.

 

Key Responsibilities

• Provide support for multiple domains with users locally and remotely with network and desktop hardware and software problems. 

• Collaborate with engineering teams to identify, respond, and resolve tickets in a timely manner. 

• Diagnose and respond to problems through interactions with users (via phone, Teams, and/or email), while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps. 

• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems. 

• Support end-user applications and work with engineering, O&M, and software development teams to help reproduce and diagnose problems. 

• Interact with network services, systems engineering, and/or applications development Leads to restore service and/or identify and correct core problems. 

• Populate a consolidated Knowledge Management solution to provide Tier I Self Service Portal to user populations and provide a centralized knowledge repository for assigned application suites.  

• Work with Active Directory and Exchange to create/modify/terminate accounts. 

• Image, install, and configure workstations and laptops. Troubleshoot issues with workstations, printers, and other peripherals.

• Troubleshoot issues with Microsoft O365.