Job Title
Tier II Helpdesk/Technical Support Specialist
Location
Washington, DC 20002 US (Primary)
Category
Information Technology
Job Type
Full Time
Career Level
Professional
Education
Refer to Job Requirements: Qualifications
Travel
Occasional
Salary Range
$80,000 - $90,000
Security Clearance Required
None
Salary Grade
Job Description
JOB SUMMARY:Business Operational Concepts (BOC) is currently seeking a
Tier II Helpdesk/Technical Support Specialist to work with our government client. This is a full-time position in which the ideal candidate will work with other Helpdesk team members to provide Desktop Support services to the government user community.
DUTIES AND RESPONSIBILITIES:- Provide Desktop Support services to the government user community.
- Respond to IT incidents and requests that have been assigned or escalated by Tier 1.
- Interface with and create tickets for customers while working directly with them in an office environment or over the phone.
- Maintain work logs in a clear and professional manner
- Manage customer relationships from reported incident through resolution.
- Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
- Assist in developing and implementing permanent resolutions to reoccurring problems
- Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
- High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.
- High-level knowledge of Office 2010+, especially, Word, Excel and Outlook.
- Deploy hardware and software
- Escalate tickets to Tier 3 Technicians/Support Groups in the event that an incident or request cannot be resolved at the Tier 2 level.
- Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
- Assist in the asset management process
- Create and/or revise Standard Operating Procedures (SOP).
- Adhere to all client policies and procedures.
- Assist with evaluating/testing/recommending new technologies for the agency.
- Provide support to Tier 1 queues per Surge Plan Procedures.
Job Requirements
QUALIFICATIONS:Required (Minimum) Qualifications - Education, Certification, Experience, and Skills- Bachelor's degree in an IT related field or four years equivalent experience in an IT related field.
- Level of Experience Requirements:
- At least 3 years of hands-on experience deploying, monitoring, managing and or supporting some combination of at least 3 of the following products currently in the CSOSA environment:
- Office 365 E5
- One Drive
- TEAMS
- SharePoint Online
- INTUNES
- Defender
- Security and Compliance Center
- AZURE
- Active Directory Microsoft Deployment Toolkit (Imaging)
- Microsoft Surface data Eraser (disk wiping)
- A minimum of 4 years demonstrated experience writing documentation to carry out a process, troubleshoot a known issue, share best practices, creating training manuals, etc.
- As well as:
- Excellent oral and written communication skills.
- Excellent phone etiquette.
- Strong technical aptitude including excellent troubleshooting skills.
- Ability to work with users that have limited technical knowledge.
- Ability to instruct users utilizing verbal communication.
- Ability to work in a fast-paced, dynamic environment.
- Ability to interface with all levels of management.
- Excellent time management, scheduling, and organizational skills.
- Ability to work well independently or in a team setting.
- Attention to detail.
- High degree of patience.
Preferred Qualifications - Education, Certification, Experience, Skills, Knowledge, and Abilities- Experience maintaining inventory of hardware and communicating with upper management when needed
- Experience performing inventory exercises/audits
- Experience in tracking assets through their lifespan
- Ability to provide event Support (A/V, Skype, Recording)
- Experience in providing technical support and onsite assistance for events
- Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client
- Experience resolving issues for mission-critical staff members (VIPs)
- Experience with Mersive/Solstice.
