Location: Alexandria, VA Monday-Friday from 7:00am-5:00pm EST
Years’ Experience: 3+ years Professional Experience
Education: Bachelor’s Degree Required
Clearance: Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.
Key Skills:
· Support Microsoft 365 applications (Teams, VoIP).
· Support Teams meetings, webinars, and VoIP devices.
· Coordinate audio/visual setup for events and board meetings
· Troubleshoot VTC and audio bridging issues.
· UCC integration experience required.
Responsibilities
· Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems.
· Leads architecture and support of unified communications (UCC) platforms and integrations.
· Will be responsible for integrating UCC tools with Microsoft 365 and network systems.
· Respond to ServiceNow tickets for workstation issues.
· Support Microsoft 365 applications (Teams, VoIP).
· Support Teams meetings, webinars, and VoIP devices.
· Design and manage Teams Phone and VoIP infrastructure.
· Coordinate audio/visual setup for events and board meetings.
· Support digital signage and Teams Room devices.
· Manage endpoint provisioning using Intune.
· Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
· Perform account provisioning and workstation imaging.
· Support mobile devices and asset management.
· Perform account provisioning and workstation imaging.
· Track, manage, and provide monthly update on Help Desk utilization.
· Coordinate with Tier 3 help desk for firewall and routing issues.
· Mentor Tier 2 UCC staff and support VIP events.
· Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses.
· Attend provided training as requested.
· Will always maintain a high level of customer satisfaction and professionalism.
· Support Teams Phone and Call Manager.
Qualifications
· Must be able to obtain and maintain a Public Trust security clearance.
· 3+ years professional experience providing Tier 2 Help Desk experience.
· Bachelor’s degree in information technology or equivalent experience.
· Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution.
· Microsoft Teams Administrator Associate certification preferred.
· Experienced integrating UCC tools with Microsoft 365 and network systems.
· Experience supporting Microsoft 365 applications (Teams, VoIP).
o Support Teams meetings, webinars, and VoIP devices.
o Design and manage Teams Phone and VoIP infrastructure.
· Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune).
· Experience with digital signage and UCC integrations.
· Experience supporting Teams meetings, webinars, and VoIP devices.
· Must have experience coordinating A/V setup for events and board meetings.
· Experience troubleshooting VTC and audio bridging issues.
· Experience providing support for Windows 11 basics.
· ServiceNow help desk ticketing systems experience required.
· Experience providing mobile device support.
· Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
· IT asset management experience.
· ServiceNow Help Desk and Administration experience required.
· Proven experience resolving tier 2 help desk tickets promptly and effectively.
· Customer service driven.
· Excellent written and verbal communication skills.
· Must be detail oriented.