Service Desk Technician: Tier 2

QBE LLC; Fort Belvoir (VA); On-site; USD 50,000 - 75,000; Full time

Job summary

QBE LLC in Fort Belvoir, Virginia, is hiring for a user support position responsible for resolving an average of 7 tickets daily for over 65,000 users and managing more than 50,000 device objects.

The ideal candidate must demonstrate strong troubleshooting skills, maintain user accounts, and coordinate repairs of desktops and laptops. Five years of relevant experience, as well as an IAT Level II Security+ certification, are required for this role.

Qualifications

• 5 years of relevant experience.
• IAT Level II Security+ CE certification.
• Active DoD Secret Security Clearance.

Responsibilities

• Provide direct support for the customer.
• Maintain and support user accounts, computers, and laptops.
• Configure laptops for secured wireless access.
• Coordinate repairs and perform repairs of desktops and laptops.
• Utilize remote tools to install/configure software.

Skills

Troubleshooting Skills

Active Directory Management

Networking

Software Installation

Tools

Microsoft Remote Desktop

Outlook

Network Printers

Job description

Job Description

Position Purpose: Provide day to day user support – resolve an average of 7 tickets per day for 65,000+ users and computers—10,000+ printer/multi-function device objects.

Position Description:

• Provide direct support for the customer.
• Maintain and support user accounts, computers and laptops across the continental United States.
• Configure laptops for secured wireless access on government networks.
• Coordinate repairs and perform repairs of desktops, laptops, servers and printers.
• Utilize Microsoft Remote Desktop (RDP) and CA Remote to install/configure software and troubleshoot network, hardware and/or software issues.
• Assist with file/print server management as well as enterprise-level servers in field.
• Provide touch labor to all centers within 150-mile radius as required.
• Assist local Command with SIPR support as necessary.
• Support a user base of more than 100K staff including Full-time Active Reservist, Weekend Duty Reservist, Civilian, and Contractor staff and manage more than 50K device objects within the enterprise.
• Learn to troubleshoot and support new programs and applications as they are fielded.

Qualifications

Troubleshooting Skills for:

• Email – DISA Enterprise email with OWA access or Outlook client.
• Microsoft Office Suites/Microsoft Live Communications (LCS).
• Establish and troubleshoot network printers on cluster environment via console.
• Active Directory Users and Computers: create and manage computer accounts, manage user accounts.
• Troubleshooting DHCP, Internet and Network connectivity issues.
• Install and troubleshoot software authorized and approved for use on the network.
• Maintain CE membership and credentials accordingly – may change depending on contractual obligation or government requirement.

Requirements:

• 5 years of relevant experience.
• IAT Level II Security+ CE certification.
• Active DoD Secret Security Clearance.