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BDR - Business Development Resources · 3 months ago

IT Support Technician - Deskside Tier 2

DC, Washington, US

Full-time

Onsite

Mid Level

4+ years exp

BDR Solutions, LLC, supports the U.S. Federal Government in successfully achieving its mission and goals. They are seeking an IT Support Technician – Deskside Tier 2 to provide tier 2 support for hardware and software systems, ensuring high-quality customer service and technical solutions.

Business DevelopmentHeating Ventilation and Air Conditioning (HVAC)Management ConsultingTraining

No H1B

Security Clearance Required

U.S. Citizen Only

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 the 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 furnished storage room(s)

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

Qualification

Active DirectoryVirtual Desktop InfrastructureHDI-CSR certificationMCP certificationVMWareVOIPOffice 365Customer serviceCommunication skillsTeamworkAttention to detail

Required

Clearance: must have a fully adjudicated Secret at a T3 level

Have an AS degree in IT or closely related field

Must have the following two certifications: HDI-CSR and MCP (Microsoft Certified Professional - currently: MDA-100), or Network+ certification

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

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

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

U.S Citizenship is required