IT Support Specialist - Senior

IT Support Specialist - Senior - Multiple Locations Description

This position has openings full time, on site in Washington, DC - Atlanta, GA - Kansas City, MO - Vancouver, WA and Matheson, IL

Accelera Solutions is seeking a Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. Provides Tier 2 deskside and remote end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.

Need to be able to work independently and as part of a team. Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting. Familiarity with Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs. Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed.

Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration. Must possess a Degree. High School Diploma may be substituted with 6 additional years of related experience. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.

Updates status of queued service requests with the IT service management system. Certifications desirable but not required include A+, Net+, Secure+, ITIL V4.

• Ability to diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software and perform repairs on Apple computer and iOS hardware and software.
• Understanding of the MAC OS Imaging process using JAMF preferred but not required.
• May be assigned to assist in leading small projects and team efforts.
• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.
• Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
• Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed.
• Escalates complex problems to upper-level deskside engineers.
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
• HDI Technical Support Professional required within six (6) months of employment.
• Escalation point for Junior and Mid-level desk side engineers. Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
• Deployment of customer hardware and software

The support will range from simple to complex system issues and may include VIP support requirements. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes.

• Remote and Deskside Experience troubleshooting hardware and software issues
• Troubleshooting Microsoft Windows with latest Windows OS
• Familiarity with MAC OS
• Installation and configuration of new machines in a Windows environment.
• Smart cards / PIV cards (general knowledge)
• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client
• Provide Remote Tool Support
• Conference Room / VTC Setups
• Travel to various field sites is required, and reliable and independent transportation will be needed.

Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and has the ability to obtain a public trust.

Accelera Solutions is an Equal Opportunity Employer/Veterans/Disabled.