Tier 1 / Tier 2 Service Desk Technician
- Requisition
- VMS-000009
- Location
- Washington, DC
- Employment
- Full-Time
- Clearance
- Public Trust Eligibility Required
- Compensation
- Discussed during the hiring process
The opportunity
The Tier 1 / Tier 2 Service Desk Technician supports users, applications, and desktop hardware in a Windows 11 environment. This role requires strong troubleshooting, computer configuration, communication, and customer service skills, along with the ability to work independently and as part of a team.
Responsibilities
- Provide Tier 1 and Tier 2 support for hardware, software, and application issues.
- Respond to user requests promptly and professionally and manage incidents through resolution.
- Create and update tickets in ServiceNow and escalate issues to advanced support teams or external providers when needed.
- Maintain the functionality, integrity, and security of computers, servers, and related systems.
- Configure administrator and service accounts under approved access procedures.
- Maintain system documentation and support policies and standards for computing resources.
- Advise and train users and stay current with assigned technologies.
- Remediate security risks and vulnerabilities.
- Support meeting rooms, projectors, interactive displays, and video conferencing, including device connections and content sharing.
- Participate in special projects and an on-call rotation when required.
Qualifications
Required
Bachelor's degree in computer science or a related technical discipline, or an equivalent combination of education, certifications, training, or work experience.
At least three years of Tier 2 help desk support experience.
Two to five years of directly related systems administration and analysis experience.
Strong troubleshooting skills with Windows 11, Microsoft 365 applications, and Microsoft Teams.
Familiarity with Adobe applications and enterprise endpoint encryption tools.
Experience supporting remote users and troubleshooting VPN connectivity.
Experience supporting peripherals, multiple-monitor configurations, and local and network printers and scanners.
Experience with Active Directory password resets, account unlocks, and organizational unit moves.
Experience with desktop support, imaging, and deployments.
Ability to work with users at all levels, take ownership of assigned tasks, and communicate effectively with colleagues.
Desired
Experience with BMC Helix ITSM or Remedy ticketing environments.
Ready to apply?
Continue to the application for this requisition.