The Tier 2 Desktop Support Technician provides Deskside IT Service support to the End User Devices deployed with the customer. End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets and laptops, VoIP devices, Desktop VTCs (DVTCs), removable media, and associated accessories. The individual will fulfil Installation, Move, Add, Change, and Disposal (IMACD) service requests, and support the completion of special projects.
Primary Responsibilities: - Provide support for implementation, maintenance, and incident troubleshooting of IT systems
- Manage hardware in all stages including unpacking and setup of end user devices
- Resolve IT incidents from cradle to grave, working close with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract
- Install application software on end user device workstations via scripted install packages
- Inventory management of UDS deployed software and end user devices
- Network and locally attached printers
- Assist users in accessing and using IT systems
- Provide user education and training in basic hardware and software functions
- Create and maintain documentation and SOPs to train new employees
- Utilization of a ServiceNow based ticketing database to track, update and resolve break/fix incident tickets and in fulfilling new requests submitted and tracked as Demands and RITMs
- Identify and execute process improvements and other enhancements that improve operational efficiency.
Basic Qualifications: - TS/SCI Clearance w/ ability to obtain CI Poly
- Knowledge in one or more of the following areas:
- Workstations (thin and thick clients)
- Monitors
- KVMs
- Print, Fax and Scan Support Services
- Audio Visual Services
- Voice and VTC Support Services
- Desktop Image Management
- Virtual Desktop Infrastructure (VDI) Support Services
- Home Directory and Profile Support Services
- E-mail Support Services
- Software Support Services
- Domain Name Services (DNS)
- Dynamic Host Configuration Protocol (DHCP)
- Patch Management (Windows)
- Understand basic Public Key Infrastructure (PKI) capabilities
- Excellent troubleshooting capabilities and strong communication skills.
- Strong work ethic and attention to detail
- Strong organizational skills
- Strong writing skills (document creation and management)
- Strong time management skills and ability to work flexible schedules to meet job requirements
- Ability to work independently on projects and/or tasks
- Ability to regularly stand and walk between buildings on a large campus
- Ability to move and lift computers, printers, monitors, and other hardware
- Experience and/or knowledgeable with; Windows 7; Windows 10; Citrix; SMS; and SCCM
- Technical understanding of Microsoft Office applications (Outlook; Word; Excel; PowerPoint; etc.)
- Team player and willing to both share knowledge and learn from others to ensure team's success
- Enthusiasm and ability to adapt to new and changing technologies
- A+ Certification, N+ Certification, Security + or other DoD 8570.01M certification
- Thin Client using Virtual Desktop Infrastructure (VDI) Technology
- Thick & thin web-based applications
- ITIL v3 Foundations
- Technical writing
Education & Experience: - Requires Bachelor's Degree or an equivalent combination of years of experience and education and 5+ years of prior relevant experience.
