Service Desk Technician (Tier 2)
$80,000–$80,000 year
On-siteWashington, United States
Job Summary
Configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals. Resolve technical issues using intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems, along with foundational network layer understanding and TCP/IP tools. Provide excellent customer service and communication skills to executive-level staff and management in a fast-paced environment. Support Active Directory user and account administration, Microsoft Office 365 applications, and mobile device management tools. Manage incidents, changes, and knowledge within BMC Helix (Remedy). Salary: $80,000.
Required Qualifications
- Tier 1 Technology Support Services
- Technical expertise
- Communication skills
- Customer service orientation
- Supporting Commercial Off-The-Shelf (COTS) software
- Windows PCs
- Mac systems
- Mobile devices (smartphones/tablets)
- Printers
- Multifunction devices
- 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
- 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
- Remote access tools (e.g., Cisco AnyConnect)
- VPN and secure remote connectivity
- RSA SecurID experience preferred
- Three (3) years minimum experience in IT Call Center environments
- Active Directory user and account administration
- Supporting Microsoft Windows 10 and Office 365 applications
- Supporting mobile operating systems (iOS, Android)
- Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
- Experience with Mobile Device Management (MOM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune
- Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. 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
Desired Qualifications
- Tier 3 contractors shall also have advanced PowerShell and Power Bl skills
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