Tier 1 / Tier 2 Service Desk Technician

VMGTS; Washington (District of Columbia); Sur place; USD 70 000 - 90 000; Plein temps

Résumé du poste

Vanguard Management Solutions seeks a Tier 1/2 Service Desk Technician to support users, applications, and desktop hardware in a Windows 11 environment. The role emphasizes troubleshooting, configuration, and customer service, with opportunities to work independently or in a team.

You will handle tickets in ServiceNow, assist remote users, and contribute to system security and documentation while collaborating with advanced support teams when needed.

Qualifications

• Bachelor's degree in computer science or a related technical discipline, or an equivalent combination of education, certifications, training, or work experience.
• At least three years of Tier 2 help desk support experience.
• Two to five years of directly related systems administration and analysis experience.
• Strong troubleshooting skills with Windows 11, Microsoft 365 applications, and Microsoft Teams.
• Familiarity with Adobe applications and enterprise endpoint encryption tools.
• Experience supporting remote users and troubleshooting VPN connectivity.
• Experience supporting peripherals, multiple-monitor configurations, and local and network printers and scanners.
• Experience with Active Directory password resets, account unlocks, and organizational unit moves.
• Experience with desktop support, imaging, and deployments.
• Ability to work with users at all levels, take ownership of assigned tasks, and communicate effectively with colleagues.
• Experience with BMC Helix ITSM or Remedy ticketing environments.

Responsabilités

• Provide Tier 1 and Tier 2 support for hardware, software, and application issues.
• Respond to user requests promptly and professionally and manage incidents through resolution.
• Create and update tickets in ServiceNow and escalate issues to advanced support teams or external providers when needed.
• Maintain the functionality, integrity, and security of computers, servers, and related systems.
• Configure administrator and service accounts under approved access procedures.
• Maintain system documentation and support policies and standards for computing resources.
• Advise and train users and stay current with assigned technologies.
• Remediate security risks and vulnerabilities.
• Support meeting rooms, projectors, interactive displays, and video conferencing, including device connections and content sharing.
• Participate in special projects and an on-call rotation when required.

Connaissances

Troubleshooting

Windows 11

Microsoft 365

Teams

Remote support

VPN troubleshooting

Printer & peripherals

Imaging & deployments

Ticketing awareness

Formation

Bachelor's degree in computer science or related technical discipline

Outils

ServiceNow

Active Directory

Adobe applications

Enterprise endpoint encryption tools

BMC Helix ITSM

Remedy

Description du poste

The Tier 1 / Tier 2 Service Desk Technician supports users, applications, and desktop hardware in a Windows 11 environment. This role requires strong troubleshooting, computer configuration, communication, and customer service skills, along with the ability to work independently and as part of a team.

Responsibilities

• Provide Tier 1 and Tier 2 support for hardware, software, and application issues.
• Respond to user requests promptly and professionally and manage incidents through resolution.
• Create and update tickets in ServiceNow and escalates issues to advanced support teams or external providers when needed.
• Maintain the functionality, integrity, and security of computers, servers, and related systems.
• Configure administrator and service accounts under approved access procedures.
• Maintain system documentation and support policies and standards for computing resources.
• Advise and train users and stay current with assigned technologies.
• Remediate security risks and vulnerabilities.
• Support meeting rooms, projectors, interactive displays, and video conferencing, including device connections and content sharing.
• Participate in special projects and an on-call rotation when required.

Qualifications

Required

Bachelor's degree in computer science or a related technical discipline, or an equivalent combination of education, certifications, training, or work experience.

At least three years of Tier 2 help desk support experience.

Two to five years of directly related systems administration and analysis experience.

Strong troubleshooting skills with Windows 11, Microsoft 365 applications, and Microsoft Teams.

Familiarity with Adobe applications and enterprise endpoint encryption tools.

Experience supporting remote users and troubleshooting VPN connectivity.

Experience supporting peripherals, multiple-monitor configurations, and local and network printers and scanners.

Experience with Active Directory password resets, account unlocks, and organizational unit moves.

Experience with desktop support, imaging, and deployments.

Ability to work with users at all levels, take ownership of assigned tasks, and communicate effectively with colleagues.

Experience with BMC Helix ITSM or Remedy ticketing environments.

Equal Opportunity Employer

Vanguard Management Solutions is an equal opportunity employer committed to building a diverse and inclusive team. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected characteristic. We are proud to be a Minority-Owned Small Business.

For accommodation requests, please contact [e-mail].