Service Desk Technician (Tier 2)

Tier 1 Technology Support Services Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

Responsibilities

Support Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices; Configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals; Resolve technical issues using TCP/IP tools and protocol commands; Provide excellent customer service and communication with executive-level staff and management; Operate effectively in a fast-paced environment and meet tight deadlines; Perform business and systems analysis to identify, understand, and resolve user issues

Requirements

Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals; Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems; Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues; Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management; Ability to operate effectively in a fast-paced environment and meet tight deadlines; Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues; One (1) year minimum experience supporting macOS; One (1) year minimum experience supporting remote access tools (e.g., Cisco AnyConnect); One (1) year minimum experience supporting VPN and secure remote connectivity; Three (3) years minimum experience in IT Call Center environments; Three (3) years minimum experience in Active Directory user and account administration; Three (3) years minimum experience supporting Microsoft Windows 10 and Office 365 applications; Three (3) years minimum experience supporting mobile operating systems (iOS, Android); Three (3) years minimum experience supporting Microsoft Office 365 ProPlus, SharePoint, and Exchange Online; Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune; Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (e.g., BMC Helix/Remedy); Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems; Five (5) years of Active Directory user and account administration; Five (5) years of experience supporting Microsoft Windows and Office 365 applications; Three (3) years of experience supporting clients using remote access software; Three (3) years of experience supporting remote connectivity (VPN); Ability to lift up to 50 pounds of equipment as needed for on-site hardware support

Nice to have

RSA SecurID experience preferred