Senior APR Tier II Technician

Strategic Operational Solutions, Inc; Ashburn (VA); On-site; USD 80,000 - 110,000; Full time

Job summary

Strategic Operational Solutions, Inc. seeks a Senior APR Tier 2 Technician to join our government-focused IT services team in Ashburn, VA.

The role covers advanced Tier 2 support for hardware, software, network, cloud, and security incidents, with onsite or contractor-facility options. You will troubleshoot escalated issues, perform diagnostics, contribute to incident response, document Known Errors, mentor junior staff, and collaborate with engineering on escalations.

Qualifications

• Five (5) years of Tier 2 or advanced desktop support experience.
• Experience supporting enterprise Microsoft environments.
• Experience troubleshooting networking, Active Directory, MFA, and endpoint technologies.

Responsibilities

• Troubleshoot and resolve escalated Tier 2 incidents.
• Perform advanced diagnostics and root-cause analysis.
• Support major incident response and recovery activities.
• Conduct trend analysis and recurring issue identification.
• Generate Known Error documentation.
• Perform remote and onsite technical support.
• Provide mentoring to junior technicians.
• Support project implementations and migration activities.
• Maintain detailed ServiceNow documentation and work logs.
• Assist engineering teams with technical escalations.

Tools

ServiceNow

Job description

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for the Senior APR Tier 2 Technician role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities:

The APR Senior Technician provides advanced Tier 2 technical support and serves as a senior escalation resource for complex hardware, software, network, telework, cloud, security, and application-related incidents.

Additionally, in this position you will:

• Troubleshoot and resolve escalated Tier 2 incidents.


• Perform advanced diagnostics and root-cause analysis.


• Support major incident response and recovery activities.


• Conduct trend analysis and recurring issue identification.


• Generate Known Error documentation.


• Perform remote and onsite technical support.


• Provide mentoring to junior technicians.


• Support project implementations and migration activities.


• Maintain detailed ServiceNow documentation and work logs.


• Assist engineering teams with technical escalations.

Qualifications:

• Five (5) years of Tier 2 or advanced desktop support experience.


• Experience supporting enterprise Microsoft environments.


• Experience troubleshooting networking, Active Directory, MFA, and endpoint technologies.

Desired Certifications:

• Microsoft Certified Professional.


• CompTIA Security+.


• ITIL Foundation.