Tier II Help Desk Technician – Onsite IT for Government Clients

SiloSmashers; Washington (District of Columbia); On-site; USD 60,000 - 85,000; Full time

Job summary

SiloSmashers, Inc. is hiring a Tier 2 Help Desk System Technician in Washington, DC to support a federal client within a multi-tier service desk. You will troubleshoot and repair workstations, peripherals, applications, OS, email, and remote access, and assist with account creation and workstation moves.

The role requires strong learning ability, collaboration with engineering teams, and effective communication with customers and site leads to resolve issues promptly.

Qualifications

• Five (5) or more years of relevant experience or an associate's degree or higher.
• Must hold and maintain a CompTIA A+ or Network+ certification (CompTIA Security+ also acceptable).
• Experience maintaining IT equipment and services, including troubleshooting and fixing IT desktop and Microsoft Windows operating system issues.
• Experience supporting Microsoft enterprise environment involving the understanding of software such as Active Directory, DHCP, DNS, and file and print servers.

Responsibilities

• Provide support for multiple domains with users locally and remotely with network and desktop hardware and software problems.
• Collaborate with engineering teams to identify, respond, and resolve tickets in a timely manner.
• Diagnose and respond to problems through interactions with users (via phone, Teams, and/or email), while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.
• Support end-user applications and work with engineering, O&M, and software development teams to help reproduce and diagnose problems.
• Interact with network services, systems engineering, and/or applications development Leads to restore service and/or identify and correct core problems.
• Populate a consolidated Knowledge Management solution to provide Tier I Self Service Portal to user populations and provide a centralized knowledge repository for assigned application suites.
• Work with Active Directory and Exchange to create/modify/terminate accounts.
• Imagine, install, and configure workstations and laptops. Troubleshoot issues with workstations, printers, and other peripherals.
• Troubleshoot issues with Microsoft O365.
• Communicate and interface with customers and SiloSmashers' Site Lead on issues and daily tasking.

Skills

MECM imaging

Windows troubleshooting

ServiceNow

Team player

Cross-functional collab

Analytical thinking

VIP service

Communication skills

Professionalism

Education

Associate's degree or higher

Tools

Active Directory

Exchange Server

DHCP

DNS

Job description

SiloSmashers, Inc. is hiring a Tier 2 Help Desk System Technician in Washington, DC to support a federal client within a multi-tier service desk. You will troubleshoot and repair workstations, peripherals, applications, OS, email, and remote access, and assist with account creation and workstation moves.

The role requires strong learning ability, collaboration with engineering teams, and effective communication with customers and site leads to resolve issues promptly.