Help Desk Tier II- Unified Communications

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.