Tier 2 Service Desk Engineer - On-Site Reston

Sharp Solutions Inc; Reston (VA); On-site; USD 52,000 - 66,000; Full time

Job summary

SSi is seeking a Service Desk (Tier 2) staff for an on-site role in Reston, VA. The candidate will diagnose, distribute, and track IT and non-IT service requests, following ITIL/KCS/HDI practices. responsibilities include on-site support, AD/password resets, MDM, and user provisioning.

Qualifications include 2+ years in help desk, a related Bachelor's degree preferred, and experience with Remedy/Footprints/Bomgar and Google tools. A strong communicator and team player is required.

Qualifications

• 2+ years of help desk support experience.
• Bachelor's degree in Computer Science, Engineering, or a related field preferred.
• Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, Remedy.
• Experience using Google Mail, Calendar and Drive.

Responsibilities

• Enter and manage technical support incidents in a ticketing system.
• Troubleshoot and resolve Tier 2 issues via phone, email, remote desktop and on-site.
• Provide on-site and remote support for Windows, Apple devices, printers, and network connectivity.
• Log and report each service request and problem report.
• Assist end users with applications including Microsoft Office, Google Workspace, and device provisioning.

Skills

Help desk

Windows support

Active Directory

Remote desktop

Communication

Education

Bachelor's degree in CS/Engineering or related field

Tools

Remedy

Footprints

Bomgar

Microsoft Remote Desktop

Job description

SSi is seeking a Service Desk (Tier 2) staff for an on-site role in Reston, VA. The candidate will diagnose, distribute, and track IT and non-IT service requests, following ITIL/KCS/HDI practices. responsibilities include on-site support, AD/password resets, MDM, and user provisioning.

Qualifications include 2+ years in help desk, a related Bachelor's degree preferred, and experience with Remedy/Footprints/Bomgar and Google tools. A strong communicator and team player is required.