System Technician II

Troon Reston
12700 Sunrise Valley Dr
Reston, VA 20191, USA

The Systems Technician plays a pivotal role as the first responder to all company-related IT support needs, encompassing a diverse array of IT hardware and software solutions. Our Tier 1 Helpdesk staff captures general information regarding IT concerns, needs, or issues and takes appropriate actions to resolve them or escalates the ticket as deemed necessary.

• Monitor and execute incidents/service requests through our in-house ticketing system.
• Respond to requests for technical assistance through phone queues and log case details accordingly in the ticketing system.
• Diagnose and document technical issues with all software and hardware, including but not limited to workstations and peripherals, USB/Network printers, Point-of-sale systems, VOIP Phones, and Mobile Devices.
• Troubleshoot and diagnose technical issues affecting end users in collaboration with the team, and act as an escalation point for System Technician I in resolving complex issues.
• Maintain and mediate networking-related issues affecting firewalls, switches, access points, and other devices across all supported sites.
• Engage third-party vendors when necessary to resolve POS, ISPs, cameras, GPS, and VoIP outages outside our in-scope services.
• Advise users on IT-defined best practices and communicate company policies.
• Track inventory and ship IT equipment.
• Perform in-person services, including onboarding new employees, desk visits, and managing on-site vendors at respective corporate offices.
• Provide on-call support during weekends and holidays as scheduled.
• Up to 25% travel on-site to customers for transitions.
• Create and maintain documentation on various business systems as needed to train System Tech I, in collaboration with the service desk manager.
• Receive escalation requests as delegated by the service desk manager or through proper channels.

• Associate degree in computer science or 1-year related field.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Good problem-solving skills.

Compensation: $52-$60k BOE

(all licenses are advantageous, not required)

• A+
• Network+
• Security+
• MCDST

• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Ability to efficiently use ticketing systems to document and track all support calls.
• Familiarity with Microsoft Operating Systems and Office Suites.
• Flexibility with schedule, as this position requires shift work.
• Preferred certifications: A+, Net+, and/or MCDST.
• Performs other duties as required.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.