Tier 2 Technician

IntelliDyne Jobs for Veterans; Washington (District of Columbia); On-site; USD 50,000 - 120,000; Full time

Job summary

IntelliDyne, LLC is seeking a skilled IT Support professional for 2nd level escalation and desk-side assistance in the Washington, DC area. The role requires remote and on-site troubleshooting, VIP support, and the ability to travel to client sites as needed.

The candidate should have a Secret clearance and 4+ years in desk-side support, with certifications such as MCP, Google IT Support, or HDI-CSR. Apply to join a team serving government clients with a focus on secure, reliable IT services.

Qualifications

• High School Diploma.
• Minimum 4 years in desk-side support, with VIP exposure.
• Must have Secret clearance.
• Must hold MCP, Google IT Support, or HDI-CSR.

Responsibilities

• Provide 2nd level escalation support to Tier 1 Help Desk.
• Remote and on-site troubleshooting for hardware and software.
• Resolve Call Center tickets and provide desk-side support.
• Install, monitor, troubleshoot, replace, and support software, printers, devices.
• Travel to client sites in the Washington, DC area as needed.
• Document incidents and work orders with steps and resolutions.
• Maintain knowledge base and assist in asset management.
• Assist on new projects testing and deployment.

Skills

Escalation support

Remote support

On-site support

VIP support

Ticketing

Communication

Education

High School Diploma

Tools

Active Directory

Printer services

Office 365

SharePoint

VPN (ZScaler)

ServiceNow

Bomgar/BeyondTrust

Job description

Location: 1100 L. Street NW Washington, DC

Clearance: Secret

Responsibilities:

• Provide 2nd level escalation support to the Tier 1 Help Desk.


• Provide remote and on-site troubleshooting for hardware and software support.


• Resolve Call Center Tech Support tickets and provide desk-side support to onsite customers.


• Install, monitor, troubleshoot, replace, and support:
  
  
  
  • Multiple software solutions from multiple vendors outside of MS Office
  
  
  • Printers/printer consumables, multi-function devices/multi-function device consumables, and imaging scanners
  
  
  • Mobile devices or VTC issues
  
  
  • WiFi or local and wide area networks or connectivity issues
  
  
  • Data storage systems, Active Directory, and other third-party software.
  
  
  
  


• Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.


• Work with VIPs, providing a “white glove” service where necessary.


• Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.


• Reassign or elevate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.


• Track all work, inventory, and projects using a ticketing system


• Provide assistance and participate on new project(s) testing and deployment/delivery.


• Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.


• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.


• Provide input and update knowledge base as necessary.


• Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.


• Maintain an organized resource/hardware furnished storage room(s).


• Document, update and close tickets according to defined service level agreement requirements.


• Provide support and participate in asset management analysis and data governance.

Qualifications:

• High School Diploma.


• Minimum 4 years’ experience working in support of desk side services with specific focus on supporting executive VP\\VIP levels and their assistants.


• Clearance: Must have a Secret clearance


• Must have all or one of the following current certifications:
  
  
  
  • MCP (Microsoft Certified Professional)
  
  
  • Google IT Support
  
  
  • HDI-CSR
  
  
  
  


• Knowledge of Microsoft Management Console tools, specifically
  
  
  
  • Active Directory (AD) for user and computers
  
  
  • Terminal services
  
  
  • VPN technologies like ZScaler
  
  
  • Windows OS Imaging tools
  
  
  
  


• Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.


• Experience preferred troubleshooting and configuring:
  
  
  
  • OneDrive/Azure/Office 365/MS Teams/Sharepoint
  
  
  • VPN (vendor agnostic)
  
  
  • Print services
  
  
  • Bomguar/Beyond Trust
  
  
  • Bitlocker
  
  
  • ServiceNow
  
  
  
  


• Excellent verbal and written communication skills


• Professionally organized and dressed


• Data entry skills that clearly explain how problems were fix


• Customer focused and service oriented


• Able to multi-task.


• Ability to work individually and within a team environment with little supervision.

Compensation: $50,000 - $120,000

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

For individuals with disabilities who would like to request an accommodation, please contact [e-mail] or 703-575-9715.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in IntelliDyne Jobs for Veterans’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.