Responsibilities
- Technical Support
- Resolve escalated service desk tickets related to hardware, software, and network issues.
- Provide advanced troubleshooting for desktops, laptops, printers, peripherals, and mobile devices.
- Support configuration and maintenance of user accounts, access permissions, and security policies.
- System Maintenance and Deployment
- Perform installation, configuration, and upgrades of IT equipment and software.
- Monitor and maintain system performance, identifying and addressing potential issues proactively.
- Deploy software patches, updates, and security fixes per DLA policies.
- Collaboration and Documentation
- Coordinate with Tier I support, network administrators, and other IT personnel to resolve complex issues.
- Maintain detailed records of incidents, problems, and resolutions using the designated ticketing system.
- Develop and update knowledge base articles and training materials for end-users and IT staff.
- Compliance and Security
- Ensure adherence to DLA and DoD cybersecurity standards, policies, and guidelines.
- Support audit and compliance activities by maintaining accurate records and ensuring proper system configuration.
- Customer Service and Communication
- Deliver high-quality customer service to users at all levels of the organization.
- Communicate technical information effectively to both technical and non-technical stakeholders.
Required Qualifications
- Education: Associate degree in Information Technology, Computer Science, or a related field. Equivalent work experience may be considered.
- Experience:
- Minimum of 3 years of experience in Tier II technical support or a similar role.
- Hands-on experience with Windows OS, Microsoft Office Suite, and other common enterprise applications.
- Familiarity with DoD or federal IT environments is highly desirable.
- Certifications:
- CompTIA Security+ (or equivalent DoD 8570 certification).
- ITIL Foundation certification (preferred).
- Technical Skills:
- Proficiency in Active Directory, Group Policy management, and troubleshooting TCP/IP networking issues.
- Experience with ticketing systems (e.g., ServiceNow or Remedy).
Job Type: Full-time
Pay: $55,000.00 - $56,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: Remote
