Tier II Help Desk Technician

FedTec Overview:

FedTec is a WomanOwned Small Business with headquarters in Reston VA. However FedTec is more than just a company we are a dedicated team of visionary individuals who understand the power of transformation. With our unwavering commitment to innovative technology and forwardfocused methods we empower government agencies to fulfill their missions successfully with our capabilities in Digital Transformation and Cyber Security. Our strategy is rooted in indepth advising and a unique shouldertoshoulder mission experience all geared towards enabling our clients their agencies and every American to thrive. We use the same approach as our employees building meaningful and lasting relationships to meet their evolving needs and help them grow. We are excited to welcome you to our family.

About the Opportunity: As a Help Desk Tier II Technician with FedTec you will provide advanced technical support to ensure continuous operations of Walter Reeds information systems in Silver Spring MD.

Position: Help Desk Teir II Technician

Work Location: Walter Reed Silver Springs MD (Hybrid)

Client: WRAIR (ARMY)

Clearance Reqs: Verifiable Secret Clearance or higher

Certs: Verifiable CompTIA Sec Certification

Primary Responsibilities

• Tier II Support. Tier II support involves technical knowledge and is staffed by technicians who have troubleshooting capabilities beyond the TierI personnel.
• Tier II technicians will determine which specialization best matches the customers needs before helping.
• If their technical specialization is one that can help the customer the technician determines whether the problem is a new issue or an existing one. Advanced diagnostic tools and data analysis may be done at this point.
• If the trouble is an existing one the Tier II specialist then determines if there is a solution or workaround.
• The technician will assist the customer on how to fix their problem or the technician may request permission to remote into the customers computer to try advanced troubleshooting.
• If the tech cannot fix the problem at this tier the problem goes to Tier III. At this Tier the problem is assigned to an advanced senior technician in the appropriate technical area.
• Provide accurate information on IT products and services.
• Identify and escalate situations requiring urgent attention.
• Maintain the highest possible level of customer service.
• Work with vendors and internal stakeholders to ensure accurate effective training content.
• Other duties as assigned.

Basic Qualifications

• A working knowledge of and experience with end user hardware/software Remedy Help Desk Software System and subsequent versions Directory and Resource Administrator (DRA) network infrastructure Windows Operating Systems and MS Office Suite.
• Must be customerfocused and serviceoriented attentive to details with the ability to multitask and act with professionalism at all times
• Excellent verbal and written communication skills phone etiquette data entry
• Sound knowledge of hardware/software operating systems and networking related technologies is required

When You Join FedTec You Are Joining a Family! We take pride in our work and the true and transparent relationships we build with our employees and partners. We believe that positive energy attracts likeminded individuals which is why we have such exceptional people on our team.

Just as youd do for your own family we prioritize your safety health and happiness. Thats why weve created the FedTec Total WellBeing program offering benefits like:

• Comprehensive medical dental and vision plans. These plans encompass a range of beneficial features such as Telehealth virtual care programs and access to resources to support your physical and mental wellbeing.
• Generous paid time off for relaxation and rejuvenation.
• Financial security through 401k companypaid short and longterm disability life insurance and additional voluntary coverage.
• Support for your life and family with access to an Employee Assistance Program Pet Insurance and Prepaid Legal services.
• Recognition and growth opportunities through our Rewards & Recognition and Learning & Development programs.
• Our newest addition the FedTec Fit Program features an onstaff Fitness Coach who provides personal and group sessions company fitness challenges and ongoing support for your fitness goals.

At FedTec we embrace the power of diversity fostering a culture where varied thoughts ideas and perspectives empower our employees and partners to thrive. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex gender gender identity or expression sexual orientation national origin disability or status as a protected veteran and we maintain a drugfree workplace to ensure a safe and healthy environment for all.