Junior Enterprise Support Technician - Tier 2

International Executive Service Corps; Alexandria (VA); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

KeyLogic is seeking a Junior Enterprise Support Tech – Tier 2 to join our team in Hybrid mode, stationed near Alexandria, VA. You must be eligible for a Public Trust clearance and reside within a 2-hour drive of Alexandria, VA.

The role supports Tier 2/3 issues, with on-site presence as required. Responsibilities include remote investigations, escalation handling, knowledgebase contributions, and collaboration on process improvements.

Qualifications

• Six years in IT with three years in a help-desk and two years at mid/senior level.
• Experience: 5,000+ user call-center with Tier 2+ experience.
• Hands-on with Windows 10, Active Directory, RSA FOB, permissions/shares, and drive mappings.

Responsibilities

• 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 the Knowledgebase system and maintain information within
• 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

Education

Bachelor's degree in computer sciences

MCSE/MCSA/MCP

Windows 10 Certification

Tools

Windows 10

Active Directory

RSA FOB

Permissions/Shares

Drive Mappings

ITIL concepts

ServiceNow SMP

Job description

Position: Junior Enterprise Support Tech – Tier 2

Location: HYBRID – Alexandria, VA

Salary: $50k + Comprehensive benefits package

Clearance: Must be eligible to obtain a Public Trust (US citizen/Green Card)

KeyLogic is actively seeking a Tier 2 Enterprise Support Tech who must be organized, logical, and understand how 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 a 2-hour drive 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 the Knowledgebase system and maintain information within
• 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 six (6) years of work experience in the computer field, with a minimum of three (3) years in a help-desk area, and two (2) years at a mid/senior level position, 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

DESIRED EDUCATION & CERTIFICATIONS:

Bachelor’s degree in computer sciences (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.