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.

For individuals with disabilities who would like to request an accommodation, please contact [email protected] or 703-575-9715.