Tier 2 Technician

IT Support Technician - Deskside Classification: Non-Exempt 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 escalate 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. - Participate in project deployment. - 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 - Attentive to details - 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 [email protected] or 703-575-9715.