Service Desk Technician: Tier 2

Job Description

Position

Purpose:

Provide day to day user support – resolve an average of 7 tickets per day for 65,000+ users and computers—10,000+ printer/multi-function device objects.

Position

Description:

• Provide direct support for the customer.
• Maintain and support user accounts, computers and laptops across the continental United States.
• Configure laptops for secured wireless access on government networks.
• Coordinate repairs and perform repairs of desktops, laptops, servers and printers.
• Utilize Microsoft Remote Desktop (RDP) and CA Remote to install/configure software and troubleshoot network, hardware and/or software issues.
• Assist with file/print server management as well as enterprise-level servers in field.
• Provide touch labor to all centers within 150-mile radius as required.
• Assist local Command with SIPR support as necessary.
• Support a user base of more than 100K staff including Full-time Active Reservist, Weekend Duty Reservist, Civilian, and Contractor staff and manage more than 50K device objects within the enterprise.
• Learn to troubleshoot and support new programs and applications as they are fielded.

Troubleshooting Skills for:

• Email – DISA Enterprise email with OWA access or Outlook client.
• Microsoft Office Suites/Microsoft Live Communications (LCS).
• Establish and troubleshoot network printers on cluster environment via console.
• Active Directory Users and Computers: create and manage computer accounts, manage user accounts.
• Troubleshooting DHCP, Internet and Network connectivity issues.
• Install and troubleshoot software authorized and approved for use on the network.
• Maintain CE membership and credentials accordingly – may change depending on contractual obligation or government requirement.

Requirements:

• 5 years of relevant experience.
• IAT Level II Security+ CE certification.
• Active DoD Secret Security Clearance.