Junior Enterprise Support Technician - Tier 2

KeyLogic Systems; Alexandria (VA); Remote; USD 45,000 - 60,000; Full time

Job summary

An innovative firm is seeking several Junior Tier 2 Enterprise Support Techs to join their dynamic team. This role involves resolving complex customer issues and providing top-notch support remotely while being within driving distance of Alexandria, VA. The ideal candidates will have a strong background in IT support, with hands-on experience in Microsoft Windows and Active Directory. This position offers a unique opportunity to contribute to critical missions in data and science, ensuring customer success through anticipatory service and technical excellence. If you're organized and logical, this could be your next career move!

Qualifications

• 2+ years in computer field with 1 year in help-desk.
• Experience in high-volume call center with Tier 2 support.

Responsibilities

• Investigate and troubleshoot Tier 1, Tier 2, and Tier 3 issues.
• Provide on-site support when requested.

Skills

Microsoft Windows 10

Active Directory

ITIL concepts

Service Desk

Troubleshooting

Education

Bachelor's degree in Computer Science

Tools

Service Now (SMP)

RSA FOB

Job description

KeyLogic is actively seeking several Junior Tier 2 Enterprise Support Techs who must be organized, logical, and understand how to quickly resolve or enact necessary changes to address customer issues and requests. Our customers rely on these technicians to work through complicated and complex matters that are reported to the Service Desk and escalated from other technical support areas.

NOTE: Remote but must live within driving distance to Alexandria, VA.

JOB DUTIES:

• Investigate and troubleshoot Tier 1, Tier 2 and Tier 3 level technical issues reported to SMP queues, email and walkup, utilizing available knowledge and approved remediation tools
• Perform remote investigations, apply advanced troubleshooting and resolution of enterprise-wide issues, specific root causes, and report on technical information
• Contribute to team process, troubleshooting and efficiency improvements
• Participate in special project assignments, and commit support coverage and backup roles
• Provide on-site, in-person support when requested or required to do so
• Additional support responsibilities and duties to be assigned based on business need

REQUIRED EXPERIENCE:

• Minimum of 2 years of work experience in the computer field, with a minimum of 1 year in a help-desk area, to include the following:
  1 year of uninterrupted, high-volume; 5,000+ user Call-Center, with Tier 2 or higher experience
  1 year of practical hands-on experience with the following: Microsoft Windows 10, Active Directory, RSA FOB, Permissions/Shares, and Drive Mappings
  Understanding of ITIL concepts, Service Desk, and Service Now (SMP) operational processes (or similar ticketing services)

DESIRED EDUCATION & CERTIFICATIONS:

Bachelor's degree in Computer Science (or related technical field), related work experience and one or more of the following in active status: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent.

SALARY RANGE: 45K

About KeyLogic:

Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service.

KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world.

We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.

KeyLogic is an Equal Opportunity/Equal Access Employer. KeyLogic is committed to a policy of non-discrimination against individuals on the basis of any legally protected status.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.

Job Code:

2542