Tier 2 Technician

IT Support Technician - Deskside

Classification: Non-Exempt

Location: 1100 L. Street NW Washington, DC

Clearance: Secret

Compensation: $70,000 - $75,000k/yr

Responsibilities:

• Provide 2nd level escalation support to the Tier 1 Help Desk.

• Provide remote and on-site troubleshooting for hardware and software support.

• Resolve Call Center Tech Support tickets and provide desk-side support to onsite customers.

• Install, monitor, troubleshoot, replace, and support:

• Multiple software solutions from multiple vendors outside of MS Office

• Printers/printer consumables, multi-function devices/multi-function device consumables, and imaging scanners

• Mobile devices or VTC issues

• WiFi or local and wide area networks or connectivity issues

• Data storage systems, Active Directory, and other third-party software.

• Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.

• Work with VIPs, providing a “white glove” service where necessary.

• Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.

• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.

• Track all work, inventory, and projects using a ticketing system

• Provide assistance and participate on new project(s) testing and deployment/delivery.

• Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.

• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.

• Participate in project deployment.

• Provide input and update knowledge base as necessary.

• Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.

• Maintain an organized resource/hardware furnished storage room(s).

• Document, update and close tickets according to defined service level agreement requirements.

• Provide support and participate in asset management analysis and data governance.

Qualifications:

• High School Diploma.

• Minimum 4 years’ experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.

• Clearance: Must have a Secret clearance

• Must have all or one of the following current certifications:

• MCP (Microsoft Certified Professional)

• Google IT Support

• HDI-CSR

• Knowledge of Microsoft Management Console tools, specifically

• Active Directory (AD) for user and computers

• Terminal services

• VPN technologies like ZScaler

• Windows OS Imaging tools

• Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.

• Experience preferred troubleshooting and configuring:

• OneDrive/Azure/Office 365/MS Teams/Sharepoint

• VPN (vendor agnostic)

• Print services

• Bomguar/Beyond Trust

• Bitlocker

• ServiceNow

• Excellent verbal and written communication skills

• Professionally organized and dressed

• Data entry skills that clearly explain how problems were fix

• Customer focused and service oriented

• Attentive to details

• Able to multi-task.

• Ability to work individually and within a team environment with little supervision.

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

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