Overview
On Site
Full Time
Skills
Mobile Devices
Web Portals
Network
Remote Support
Technical Training
System Deployment
Tier 2
Laptop
Tablet
Printers
Operating Systems
Microsoft Office
Active Directory
Business Software
Microsoft Windows
OS X
IT Service Management
Issue Tracking
ServiceNow
Writing
Customer Service
Microsoft
ITIL
Security Clearance
Job Details
Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has advanced technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.
Requires a high school diploma/GED and 3+ years of Desktop Support experience.
Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
Must have experience imaging new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC's, laptops, tablets, printers), PC operating systems, (Windows 10/11, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.
Must have demonstrated experience supporting a Windows 10/11 environment; MacOS experience is highly desired.
ITSM ticketing system experience required; ServiceNow experience is preferred.
Demonstrated ability to communicate orally and in writing.
Must have a positive and patient customer service attitude.
Must be able to work independently and within a team.
Relevant certifications such as Microsoft Endpoint Administrator (highly desired), ACSP, ITILv3 (or higher), are highly desired.
Must be able to attain agency suitability clearance prior to start date.
Requires a high school diploma/GED and 3+ years of Desktop Support experience.
Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
Must have experience imaging new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC's, laptops, tablets, printers), PC operating systems, (Windows 10/11, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.
Must have demonstrated experience supporting a Windows 10/11 environment; MacOS experience is highly desired.
ITSM ticketing system experience required; ServiceNow experience is preferred.
Demonstrated ability to communicate orally and in writing.
Must have a positive and patient customer service attitude.
Must be able to work independently and within a team.
Relevant certifications such as Microsoft Endpoint Administrator (highly desired), ACSP, ITILv3 (or higher), are highly desired.
Must be able to attain agency suitability clearance prior to start date.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.