Tier 2 Enterprise Support Technician (Hybrid)

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

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.