Help Desk Tier II Technician

RESPONSIBILITIES

End-User Support

• Provide end user support services for hardware and software.
• Implement Tier 0 self-service capability for user password resets, frequently asked questions (FAQs), and web-based entry for other requests and incidents.
• Process request, incidents, and problems per defined Service Level Agreements (SLAs).
• Provide support for technology enhancements.
• Manage, monitor, track, and resolve all support request tickets and provide daily updates.
• Provide a service desk call center support from 0600 – 1800 Monday – Friday.
• Serve as the Tier 1 and Tier 2 point of contact for the Commission’s users’ IT needs via phone, email, and walk-up.
• Maintain a searchable knowledge base of support information.
• Maintain a service catalog and self-service software request system.
• Provide user support via remote connectivity.
• Provide basic incident evaluation, fault isolation, analysis, and troubleshooting, and resolution of issues, or escalate if required.
• Develop All Hands communications for network services status, planned outages, etc,
• Provide file access management and restore of lost or damaged files.
• Create and maintain standard operating procedures (SOPs) for end users and end user support.
• Experience in desktop application management, programming languages, common operating systems, software proficiency, technical writing, and data analysis.
• Maintain the asset inventory database, perform automated and manual audits.
• Provide hardware and software inventory management.

Account and Identity Management

• Provide full account lifecycle management using Microsoft Active Directory Domain Services.
• Ensure user and computer account attributes and directory information is up to date.

Endpoint Management and Support

• Ensure stock of imagined devices are ready for rapid deployment.
• Maintain a standard workstation baseline configuration image per approved USITC secure configuration standards.
• Ensure workstation deployments follow a defined checklist prior to production deployment ensuring systems are fully patched, anti-virus software and System Center Configuration Manager (SCCM) software are installed.
• Use remote diagnosis and tools to resolve incidents.
• Provide technical support for client endpoints: incident analysis, fault isolation troubleshooting, and remedial/restoration actions after escalation to resolve tickets.
• Maintain and enforce a software whitelist containing approved software titles and versions.
• Resolve basic issues to printers, copiers, faxes, and multifunction devices.
• Coordinate with external contractors for assets under warranty.
• Perform software installations using automated remote deployment mechanisms.
• Provide software/application training as needed.
• Provide support for Mobile Device Management (MDM) software.
• Provide support for Unified Communications as a Service (UCaaS) devices.

Vulnerability Management

• Subscribe to and monitor for patch releases for all items on the software whitelist.
• Provide vulnerability resolution and remediation services for the operating system and applications installed on client endpoint devices.
• Provide Microsoft desktop whitelisting support for all USITC software.
• Maintain approved software for desktops, ticketing solution, printers.
• Ensure software is patched to current levels before deployment.
• Provide virus scanning and remediation services for client endpoints.
• Ensure endpoint devices and network printers are fully patched and that anti-virus software is up to date.

REQUIRED QUALIFICATIONS

• 4+ years of experience in a Tier 2 or equivalent technical support role.
• Proficient in using ServiceNow for incident and problem management.
• Strong analytical and critical thinking skills
• Excellent verbal and written communication skills
• High school diploma
• Proficiency with word processing, spreadsheets, databases, and other Office Suite applications
• US Citizen
• Active Secret Clearance
• Preferred:
  • ITIL Foundation knowledge (certification preferred).
  • Experience with automated patch management tools.
  • Basic scripting or programming skills.
  • Technical certification, or HDI Certification

We are seeking a Help Desk Tier II Technician to join our team supporting US International Trade Commission's Information Technology Service Desk Support Services contract. The contract provides and operates an integrated IT Service Desk and IT support services. These services support the current and future operational needs of the U.S. International Trade Commission’s IT users and their systems. Our Service Desk is the Single Point of Contact (SPOC) for IT support and additional services which include Tier I support, desktop support, image development, imaging, access and identity management, printer support, ServiceNow administration, vulnerability management, endpoint management and support and asset management.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well-planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to includes health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!

The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

COMPETENCIES

• Establish Focus
• Change Management
• Develop Others
• Oral Communication
• Written Communication
• Interpersonal Awareness
• Build Relationships
• Analytical Thinking
• Conceptual Thinking
• Strategic Thinking
• Technical Expertise
• Initiative
• Foster Innovation
• Results Oriented
• Teamwork
• Customer Service

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Washington, DC with occassional travel required to Sterling, VA
• Type of environment: Office
• Noise level: Low - Medium
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizen

Secret Clearance

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.