Tier-2 IT Help Desk Technician (Secret Clearance)

Saliense; Chambersburg (Franklin County); In loco; USD 50.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

20 Days PTO + 40 Hours Sick Time

Health, Vision, Dental, life insurance

401(k) with tiered match & vesting

Parental Leave

Professional Development Reimbursement

Descrizione del lavoro

Saliense seeks a Tier 2 IT Service Desk specialist to support 2,000+ end users in a Windows/Active Directory environment. You will diagnose issues, escalate where needed, and install/repair devices including printers and scanners, while adhering to Army cybersecurity standards.

Responsibilities include software deployment, patching with SCCM/MECM or Intune, and documenting fixes in the knowledge base. Strong communication and operational excellence are essential.

Competenze

• Requires U.S. citizenship with an active Secret clearance.
• 2+ years supporting Tier 2 escalations in an enterprise Windows / Active Directory environment.
• Hands-on experience with ITSM ticketing, preferably ServiceNow.
• Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive), Windows 10/11, and hardware troubleshooting.
• Experience installing and configuring desktops, laptops, printers (including network printers), and scanners.
• Experience deploying software and patches using enterprise tools (e.g., Microsoft SCCM/MECM or Intune).
• Clear verbal and written communication with non-technical customers.

Mansioni

• Operate a consolidated Tier 2 service desk answering IT/IM service calls for 2,000+ end users, working in Microsoft Office, 365, OneDrive, ServiceNow, and Enterprise Service Management Platform.
• Diagnose and resolve common customer problems; screen incidents and requests and escalate unresolved issues to the appropriate section, team, or contractor.
• Install, troubleshoot, and repair end user devices, including computers, laptops, printers, scanners, and other hardware.
• Provide configuration support and touch labor for network printers.
• Maintain standard office automation desktop software IAW current Army standards: ensure operability, install centrally funded software, and manage releases, updates, and license accountability for commercial, standard, and beta software, including site licenses and new system releases.
• Push software updates, security updates, vendor patches (service packs, service releases), and IAVAs to end user devices electronically, or coordinate manual installs with customers.
• Document fixes in the knowledge base, maintain asset/inventory records, and follow Army cybersecurity and change-management procedures.

Conoscenze

Tier 2 support experience

ITSM / ServiceNow

Microsoft 365 / Windows 10/11

Hardware troubleshooting

Software deployment tools (SCCM/MECM,?

Strumenti

ServiceNow

SCCM/MECM

Intune

Microsoft 365

Descrizione del lavoro

Saliense seeks a Tier 2 IT Service Desk specialist to support 2,000+ end users in a Windows/Active Directory environment. You will diagnose issues, escalate where needed, and install/repair devices including printers and scanners, while adhering to Army cybersecurity standards.

Responsibilities include software deployment, patching with SCCM/MECM or Intune, and documenting fixes in the knowledge base. Strong communication and operational excellence are essential.