Help Desk Analyst II

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Robert Half Technology
Analyst, Call Center, Hardware, Help Desk, Management, MCP, Networks, Printer, Project, Supervision, Technician, Testing, VMware
Full Time
$45,000.00 to $55,000.00 per year
Telecommuting not available Travel not required

Job Description


Tier-2 Help Desk Technician Washington, DC

Overview:

Our client, a government contractor, is looking to bring on a Tier-2 Help Desk Technician to round out their team. This Tier-2 Help Desk Technician will provide support on-site with a Federal Client and will require an active Public Trust Clearance.

Requirements:

Clearance: Position of Trust / Moderate Risk Background Investigation

Minimum 4 years' experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.

MCP (Microsoft Certified detail oriented), and CompTIA A+.

Have a B.S. in IT or closely related field.

Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VMWare VDI).

Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.

Experience preferred of VMWare, VOIP, Ticket tracking system, and Office 365.

Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.

Ability to work individually and within a team environment with little supervision.


Job Responsibilities

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 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.

Work with VIPs, providing a "white glove" service where necessary.

Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.

Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.

Track all work, inventory, and projects using a ticketing system.

Provide assistance and participate on new project(s) testing and deployment/delivery.

Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.

Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.

Participate in project deployment.

Provide input and update knowledge base as necessary.

Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.

Maintain an organized resource/hardware Government furnished storage room(s). The Government shall give the contractor many resource/hardware items, and it is expected that the contractor keep track of all of it, and will be able to quickly retrieve an item from the storage room(s).

Document, update and close tickets according to defined service level agreement requirements.


If interested, please send updated resumes to riley.t.anderson@rht.com


Job Requirements



Tier-2 Help Desk Technician Washington, DC


Overview:

Our client, a government contractor, is looking to bring on a Tier-2 Help Desk Technician to round out their team. This Tier-2 Help Desk Technician will provide support on-site with a Federal Client and will require an active Public Trust Clearance.


Requirements:

Clearance: Position of Trust / Moderate Risk Background Investigation

Minimum 4 years' experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.

MCP (Microsoft Certified detail oriented), and CompTIA A+.

Have a B.S. in IT or closely related field.

Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VMWare VDI).

Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.

Experience preferred of VMWare, VOIP, Ticket tracking system, and Office 365.

Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.

Ability to work individually and within a team environment with little supervision.


Job Responsibilities

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 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.

Work with VIPs, providing a "white glove" service where necessary.

Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.

Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.

Track all work, inventory, and projects using a ticketing system.

Provide assistance and participate on new project(s) testing and deployment/delivery.

Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.

Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.

Participate in project deployment.

Provide input and update knowledge base as necessary.

Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.

Maintain an organized resource/hardware Government furnished storage room(s). The Government shall give the contractor many resource/hardware items, and it is expected that the contractor keep track of all of it, and will be able to quickly retrieve an item from the storage room(s).

Document, update and close tickets according to defined service level agreement requirements.


If interested, please send updated resumes to riley.t.anderson@rht.com

Posted By

Job #: 04510-0010144330

Alexandria, VA, 22314

Contact


Company Information

Robert Half Technology is committed to the industries we serve and to assisting them with their IT hiring needs. Our connections and strategic partners within the technology industry are second to none. We are proud members of the Microsoft Partner Network with gold and silver competencies, we have gold membership in the Oracle Partner Network, and we have exclusive relationships with The Wall Street Journal, HDI and the Association of IT Professionals. For job seekers, these connections can lead to top-rate opportunities within the IT recruitment arena. Our collaborative relationships around the world translate into support for all kinds of careers in IT, including IT support, software engineering, analytics and many other information technology areas of expertise.
Dice Id : rhalfint
Position Id : 04510-0010144330

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