Deskside Tier II Support Lead - Senior

Desktop, QA, IT, Citrix, Hub, Knowledge Management, FDA, Help Desk, Technician, Access, Excel, PowerPoint, Outlook, Windows, VPN, Configuration Management, Security
Full Time

Job Description

ASRC Federal Highland Technology is growing our portfolio of Desktop Services in support of the Food and Drug Administration in Silver Spring, MD. We are looking for a responsible Deskside Tier II Support Lead - Senior that can work under little supervision to provide deskside help desk functions and support and lead other desktop support technicians and activities in support of customers. Candidate will resolve support requests as well as meet customer satisfaction and continuous service delivery demands and SLAs.

To succeed in this role, the individual should have excellent time management and communication skills, as you'll collaborate with clients, internal teams, and other stakeholders across the organization. In addition, you will have to be able to work in a fast-paced environment which provides services via the phone, e-mail and in person. You will be responsible for providing support to end-user community on hardware, software, and network related incidents, requests, questions, and use.


  • Provide second-tier support to end users on a variety of issues, and identify, research, and resolve technical problems, and lead, mentor, and council (when necessary) other technicians
  • Support the service desk and deskside support leads by providing support for other activities outside of standard incident, task, and service request handling
  • Analyzes incoming requests and assigns to appropriate queue, and support technicians as necessary that are resolving issues
  • Act as single point of contact for team and be responsible for escalation for tier II help desk tech issues and outages to vendors and on-site network & system team
  • Perform QA on customer trouble tickets, tasks, and other requests
  • Demonstrates knowledge of telecommunications process establishment and integration
  • May configure or help configure templates for help desk ticketing system
  • Interacts with customers to eliminate unsatisfactory service
  • Is aware of standards and regulatory requirements related to assigned tasks
  • Monitor, track, document existing incidents and service requests through timely resolution and closure to meet SLAs
  • Provide accurate and timely reporting on all service desk activity, understand and be able to explain reports to technical and management staff
  • Lead effort for relocations of equipment and supports the IT needs of people that move offices to either a new or existing building
  • Provide desk side instruction when needed
  • Upgrade and or reinstall operating systems
  • Provide technical support for mobile devices utilizing Citrix Secure Hub
  • Provide support for virus/malware and disk encryption
  • Provide incident resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem
  • Install, troubleshoots, and repairs computer systems, hardware, and computer peripherals
  • Collaborate with a wide variety of IT partners to resolve complex technical issues
  • Performs more advanced monitoring services such as installation, trouble shooting, relocations, and/or maintenance of telecommunications/network equipment, supports COOP initiatives
  • Assists end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software
  • Assists with various license & user auditing, and supports vendor warranty issues
  • Provides expertise and support for and works with the Knowledge Management Specialist to produce knowledge base articles (KBA)


ASRC Federal offers an excellent salary and benefits package that includes professional development (tuition reimbursement, certification reimbursement) and a matching 401k with immediate vesting. Check us out and find out why we are a preferred employer! Apply on-line and join our team. FDA contractor/incumbents are encouraged to apply !

  • High School Diploma
  • 3-5 years of Help Desk experience
  • CompTIA A+ Certification (Remote Support or IT Technician Designation)
  • Microsoft Office Specialist Certification (at least one of the following: Access, Excel, PowerPoint, Word, & Outlook)
  • Desktop support (Windows 7, 10 and Mac)
  • Server support (Windows 2008/2012/2016/2019)
  • Mobile device support (iOS and Android)
  • Windows domain environment
  • Routing, Switching, and Firewalls
  • Advanced Active Directory (AD) knowledge
  • VMware (virtual environment) experience
  • Must have experience supervising Deskside Support Teams and understand customer service practices
  • Must have a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites
  • Must have excellent communication and interpersonal skills when dealing with both internal/external customer/staff

  • Maintains a professional attitude and appearance providing excellent customer service, always
  • Solid organizational skills, including multitasking and time-management
  • Strong working knowledge of help desk systems and how they operate
  • Must be a team player and be able to work effectively as an individual
  • Provide accurate and professional responses to customers
  • Understanding Change and Configuration Management processes is a plus

Security Clearance

Public Trust clearance

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.
Dice Id : RTL208333
Position Id : AFHC-12653
Originally Posted : 4 months ago
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