Seeking a Tier II Help Desk Technician with an organization in Washington DC. The ideal candidate will have experience handling escalated tier 1 tickets as well as handling VIP/Executive tickets. This job does require the ability to obtain a public trust clearance (current public trust or higher clearance can be held).
Responsibilities Include:
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 the rest of the client's customers.
Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, 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.
Qualfiications Include:
Bachelor's degree in IT or a related field, additional years of experience can take place of a degree.
3-5 years of experience working within a help desk role, preferably tier II or executive level.
Ability to obtain and maintain public trust clearance.
Certifications: MCP (Microsoft Certified Professional - currently: MDA-100), and CompTIA A+ or Network+ or higher certification.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
