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Tier 2 Technician

Washington, DC

IT Support Technician - Deskside

Classification: Non-Exempt

Location: 1100 L. Street NW Washington, DC

Clearance: Secret

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.

Compensation: $50,000 - $120,000

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 staffing@intellidyne-llc.com or 703-575-9715.

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