Help Desk/Service Desk Tier I/II Technician (MCITP) and (MCSA)

ZipRecruiter; Washington (District of Columbia); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Help Desk/Service Desk Technician to provide essential user support in Washington D.C. This role requires a proactive individual with a strong background in Tier I and II support, adept at managing user accounts, troubleshooting hardware and software issues, and ensuring seamless operations in a hybrid environment. With a focus on collaboration and effective communication, you'll play a crucial role in supporting the USAID/OIG community. Join a dynamic team that values your expertise and offers comprehensive benefits, including health insurance and training opportunities.

Benefits

Paid Leave

Health Insurance

Life Insurance

Retirement Plans

Tuition Reimbursement

Wellness Programs

Qualifications

• 5+ years of experience in Tier II support and 2+ years in Tier I.
• Familiarity with ticketing systems and user support services.

Responsibilities

• Create and manage user accounts and provide timely support.
• Maintain hardware and software, ensuring compliance and operability.

Skills

User Support

Hardware Management

Software Management

Network Troubleshooting

Communication Skills

Education

MCITP Certification

MCSA Certification

CompTIA A+

Network+

Tools

BMC Footprints Ticketing System

IM Helpdesk Ticketing System

Job description

Job Description

Help Desk/Service Desk Tier I/II Technician with MCITP and MCSA

Premier Enterprise Solutions is seeking a Help Desk Tier Specialist with over 5 years of experience to perform Tier I and II tasks. The role involves collaborating with IT Specialists to provide user support for the USAID/OIG community.

This position is 100% onsite in Washington D.C. Veterans are encouraged to apply.

Tier I Duties and Responsibilities: User Support Services

1. Create and delete user accounts and emailboxes for onboarding and offboarding.
2. Configure user access to network resources based on security policies.
3. Use IM Helpdesk Ticketing System to manage support requests.
4. Maintain systems and support during outages.
5. Provide timely support in accordance with IM standards and SOPs.
6. Support enterprise-wide software solutions.
7. Respond to customer issues via various communication channels.
8. Train end users on government equipment and software.
9. Communicate effectively with managers and end users.
10. Generate internal reports on metrics and ticket processing.
11. Document requests accurately in the ticketing system.
12. Operate within a hybrid environment of on-premises, private-cloud, and cloud services.

Tier I and II Duties and Responsibilities: Hardware and Software Management

1. Maintain and upgrade user PCs.
2. Manage inventory of equipment, software, and licenses.
3. Update procedures for desktops and system operations.
4. Install images and perform security updates.
5. Support OS and software initiatives, ensuring current releases.
6. Test systems for operability and compliance.
7. Ensure on-site repairs are completed successfully.
8. Support user setup, access, patching, antivirus, and peripherals.
9. Resolve complex hardware/software/network issues.
10. Maintain accurate asset tracking and disposal processes.
11. Install and configure desktop equipment and software.
12. Perform routine checks on conference room equipment.

Qualifications

• At least 2 years of Tier I experience.
• At least 5 years of Tier II experience.

Desired/Technical Qualifications

• Familiarity with BMC Footprints Ticketing System.

Certifications

• Microsoft Certified IT Professional (MCITP) and Microsoft Certified Systems Administrator (MCSA).
• Additional desired certifications include CompTIA A+, Network+, Security+, MCDST, MCTS, Azure Administrator, HDI, and ITIL.

Clearance

• Active Secret clearance required.

The OIG's technology landscape will evolve; personnel must adapt accordingly.

Premier Enterprise Solutions offers comprehensive benefits, including paid leave, health and life insurance, retirement plans, training, tuition reimbursement, wellness programs, and more.

We are committed to equal employment opportunity and prohibit discrimination based on protected characteristics.