Help DeskService Desk Tier III Technician MCITP and MCSA
Help DeskService Desk Tier III Technician MCITP and MCSA
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Job Description
Help Desk/Service Desk Tier I/II Technician with MCITP and MCSA
Premier Enterprise Solutions is looking for a Help Desk Tier Specialist with 5 years experience who can perform Tier I and II tasks. This position will collaborate with IT Specialists to provide user support service for the USAID/OIG user community.
This position is 100 onsite located in Washington D.C. Veterans are encouraged to apply
Tier I Duties and Responsibilities: User Support Services
- Create and delete user account and electronic mailboxes to control access to network and application resources for onboarding and offboarding processes
- Set user account access to network resources based on the organizations system security design job role and responsibilities and needtoknow policies and guidelines
- Utilize IM Helpdesk Ticketing System to triage assign update track and provide the requested technical support services to the requestor for help desk requests
- Maintain computer systems and provide onsite/remote support during system outages
- Ensure that user community is provided with timely and accurate resolution to support requests in accordance with Information Management (IM) Performance Standards and IM Standard Operations Procedures (SOP) to be provided by OIG to the contractor at time of award
- Provide technical support on OIGs enterprisewide software solutions to include all software approved for use by the organization
- Respond to customer issues via phone email computer chat and inperson
- Provide end user training on the use of government furnished equipment and software
- Provide timely communications and responses to managers and end user requests for information concerning projects and taskings
- Pull internal system reports to include metrics and ticket life cycle processing
- Accurately document via the agencys ticketing system (currently BMC Footprints Service Desk System) and report all help desk requests received via telephone email voicemail IM /chat deskside and walkins
- Operate within a continuously evolving hybrid environment consisting of onpremises privatecloud and cloudhosted infrastructure and service components
Tier I and II Duties and Responsibilities: Hardware and Software Management
- Maintain user PCs including upgrades and configuration Tier I and Tier II
- Maintain inventory of all equipment software and license users Tier II
- Update and maintain procedures for desktops system operations and product assembly Tier I and Tier II
- Installation to include machine imaging and security update maintenance Tier II
- Provide support for operating system and/or application software initiatives and ensure that current releases of software products are in use Tier II
- Perform testing to ensure operability efficiency and compliance with existing standards Tier II
- Ensure appropriate onsite repairs are successfully completed Tier II
- Provide support in all aspects of user setup user access to resources system patching antivirus video conference printers/copiers/ and general hardware and software components TierJob Descriptions
- Resolve complex hardware and software configuration and network access problems Tier II
- Ensures that IM asset tracking inventory database remains current and excess equipment is properly labeled and processed for disposal Tier I and Tier II
- Install and configure desktop equipment for efficient operation including moving employee workstations Tier II
- Install and configure desktop software for proper integration with USAID/OIG supported equipment and devices including but not limited to moving employee workstations Tier II
- Perform daily checks routine checks on conference room equipment for approximately six conference rooms no later than 8 AM EST Tier I and Tier II
Required Qualifications:
- 2 years of Tier I experience
- 5 years of Tier II experience
Desired/Preferred Technical Qualification:
- Familiarity with BMC Footprints Ticketing System
Required Certifications:
- Microsoft Certified IT Professional (MCITP) and Microsoft Certified Systems Administrator (MCSA)
- One of the Desired/Preferred IT Industry Certifications listed below
- CompTIA A or Network or Security
- Microsoft Certified Desktop Support Technician (MCDST)
- Microsoft Certified Technology Specialist (MCTS)
- Microsoft Certified: Azure Administrator Associate
- Help Desk Institute (HDI)
- Information Technology Infrastructure Library (ITIL)
Required Clearance:
- Active Secret
The OIGs applications and services will change over time. All personnel on contract shall adapt to the evolution of the USAID OIGs technology landscape.
Premier Enterprise Solutions offers fulltime employees a comprehensive and competitive benefits package including paid vacation sick leave holidays health insurance life insurance military leave training tuition reimbursement a wellness program short and longterm disability 401(k) retirement plan with company matches/immediate vesting commuter benefits and more.
It is Premier Enterprise Solutions policy to promote equal employment opportunities. All personnel decisions including but not limited to recruiting hiring training promotion compensation benefits and termination are made without regard to race creed color religion national origin sex age marital status sexual orientation gender identity veteran status disability or any other characteristic protected by applicable federal state or local.
Required Experience:
IC
Employment Type
Full-Time
