Help Desk Tier II Technician
Help Desk Tier II Technician
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1 Vacancy
Job Description
Responsibilities & Qualifications
RESPONSIBILITIES
EndUser Support
- Provide end user support services for hardware and software.
- Implement Tier 0 selfservice capability for user password resets frequently asked questions (FAQs) and webbased entry for other requests and incidents.
- Process request incidents and problems per defined Service Level Agreements (SLAs).
- Provide support for technology enhancements.
- Manage monitor track and resolve all support request tickets and provide daily updates.
- Provide a service desk call center support fromMonday Friday.
- Serve as the Tier 1 and Tier 2 point of contact for the Commissions users IT needs via phone email and walkup.
- Maintain a searchable knowledge base of support information.
- Maintain a service catalog and selfservice software request system.
- Provide user support via remote connectivity.
- Provide basic incident evaluation fault isolation analysis and troubleshooting and resolution of issues or escalate if required.
- Develop All Hands communications for network services status planned outages etc
- Provide file access management and restore of lost or damaged files.
- Create and maintain standard operating procedures (SOPs) for end users and end user support.
- Experience in desktop application management programming languages common operating systems software proficiency technical writing and data analysis.
- Maintain the asset inventory database perform automated and manual audits.
- Provide hardware and software inventory management.
Account and Identity Management
- Provide full account lifecycle management using Microsoft Active Directory Domain Services.
- Ensure user and computer account attributes and directory information is up to date.
Endpoint Management and Support
- Ensure stock of imagined devices are ready for rapid deployment.
- Maintain a standard workstation baseline configuration image per approved USITC secure configuration standards.
- Ensure workstation deployments follow a defined checklist prior to production deployment ensuring systems are fully patched antivirus software and System Center Configuration Manager (SCCM) software are installed.
- Use remote diagnosis and tools to resolve incidents.
- Provide technical support for client endpoints: incident analysis fault isolation troubleshooting and remedial/restoration actions after escalation to resolve tickets.
- Maintain and enforce a software whitelist containing approved software titles and versions.
- Resolve basic issues to printers copiers faxes and multifunction devices.
- Coordinate with external contractors for assets under warranty.
- Perform software installations using automated remote deployment mechanisms.
- Provide software/application training as needed.
- Provide support for Mobile Device Management (MDM) software.
- Provide support for Unified Communications as a Service (UCaaS) devices.
Vulnerability Management
- Subscribe to and monitor for patch releases for all items on the software whitelist.
- Provide vulnerability resolution and remediation services for the operating system and applications installed on client endpoint devices.
- Provide Microsoft desktop whitelisting support for all USITC software.
- Maintain approved software for desktops ticketing solution printers.
- Ensure software is patched to current levels before deployment.
- Provide virus scanning and remediation services for client endpoints.
- Ensure endpoint devices and network printers are fully patched and that antivirus software is up to date.
REQUIRED QUALIFICATIONS
- Active Secret Clearance
- 4 years of experience in a Tier 2 or equivalent technical support role.
- Proficient in using ServiceNow for incident and problem management.
- Strong analytical and critical thinking skills
- Excellent verbal and written communication skills
- High school diploma
- Proficiency with word processing spreadsheets databases and other Office Suite applications
- US Citizen
DESIRED QUALIFICATIONS
- ITIL Foundation knowledge (certification preferred).
- Experience with automated patch management tools.
- Basic scripting or programming skills.
- Technical certification or HDI Certification
Overview
We are seeking a Help Desk Tier II Technician to join our team supporting US International Trade Commissions Information Technology Service Desk Support Services contract.The contract provides and operates an integrated IT Service Desk and IT support services. These services support the current and future operational needs of the U.S. International Trade Commissions IT users and their systems.Our Service Desk is the Single Point of Contact (SPOC) for IT support and additional services which include Tier I support desktop support image development imaging access and identity management printer support ServiceNow administration vulnerability management endpoint management and support and asset management.
TekSynap is a fastgrowing hightech company that understands both the pace of technology today and the need to have a comprehensive wellplanned information management environment. Technology moving at the speed of thought embodies these principles the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our fulltime employees a competitive benefits package to includes health dental vision 401K life insurance shortterm and longterm disability plans vacation time and holidays.
Visit us atwww.TekSynap.
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract applicable law or regulation.
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Additional Job Information
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Location: Washington DC with occassional travel required to Sterling VA
- Type of environment: Office
- Noise level: Low Medium
- Work schedule: Schedule is day shift Monday Friday 10:00 AM 6:00 PM). May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: Less than 10
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is regularly required to use hands to handle feel touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop kneel crouch or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision distance vision peripheral vision depth perception and ability to adjust focus.
WORK AUTHORIZATION/SECURITY CLEARANCE
- US Citizen
- Secret Clearance
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
In order to provide equal employment and advancement opportunities to all individuals employment decisions will be based on merit qualifications and abilities. TekSynap does not discriminate against any person because of race color creed religion sex national origin disability age genetic information or any other characteristic protected by law (referred to as protected status). This nondiscrimination policy extends to all terms conditions and privileges of employment as well as the use of all company facilities participation in all companysponsored activities and all employment actions such as promotions compensation benefits and termination of employment.
Required Experience:
IC
Employment Type
Full-Time
