Help Desk Engineer - Tier II

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- Tier II role at Improvix Technologies

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Join to apply for the Help Desk Engineer
- Tier II role at Improvix Technologies

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This range is provided by Improvix Technologies. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$70,000.00/yr - $/yr

Job Description

Title:
Help Desk Technical Support (5 days onsite)

Clearance :
Top Secret, SCI-eligible

Location:
Washington, DC

Technical Knowledge, Skills And Responsibilities

• Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
• Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
• Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
• Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
• Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
• Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
• Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers on a regular basis to discuss activities, solutions, and recommendations for improvement.
• Performs other duties, as required.
• Required Qualifications
• Education and Experience:
• Windows and Office experience
• Active Directory maintenance and Exchange 2007 & 2010
• PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Client PC connectivity - ethernet, TCP/IP and VPN
• File server knowledge
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• 2 years+ experience working in a Windows environment
• Bachelor’s Degree in an IT-related field

• Motivated, with high integrity, honesty and ethics
• Ability to obtain a Top Secret Clearance (US Citizenship required)
• Must have effective communication skills to ensure the customers and solution team(s) are aware of any changes, issues, or needs
• Strong work ethic, energetic, motivated to complete tasks in a timely manner, possess an attitude of commitment to the mission, and clear accountability
• Translates technical terminology into common business language to ensure understanding by all stakeholders
• Maintains relationships with appropriate technology partners (internal and external) in developing, deploying, and supporting technical solutions, if necessary
• Encourages teamwork and performance toward business goals and objectives
• Exhibits strong professionalism and reacts well under pressure and stressful circumstances
• Proven ability to make and implement difficult decisions while respecting the needs and ideas of our clients, partners and team members
• Exercises sound judgment in decision making
• Driven by performance, success of the client and the delivery of results
• Comfortable in a fast-paced, complex and sometimes ambiguous environment
• Must be visible to customer and bring value and confidence to customer relationships