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KeenLogic · 12 hours ago

Tier II Help Desk

Alexandria, VA

Full-time

Onsite

Mid Level

3+ years exp

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst with the ability to work in a challenging, consultative, and collaborative team environment. The successful candidate will be responsible for providing deskside support, assisting customers with workstation issues, and managing incidents and service requests.

Information Technology

Responsibilities

Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning

Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences

Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards

Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes

Perform root cause analysis to identify recurring issues and recommend corrective actions

Administer Active Directory tasks such as account management, group membership, and workstation domain support

Provide mobile device management support, including device provisioning, resets, and remote wiping

Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation

Support collaboration and productivity tools, including email, meeting rooms, video teleconferencing, user moves, and large data transfers

Accurately document work in CRM, ticketing, and ACD systems

Qualification

Windows troubleshootingEnterprise workstation imagingRemote support toolsMacOS supportActive Directory managementCustomer service focusITIL Service ManagementPolicy AnalysisWorkstation PatchingDesktop EngineeringRelease ManagementKnowledge ManagementCommunicationTeam collaboration