Tier 2 Technician with Security Clearance

IT Support Technician - Deskside Classification:
Non-Exempt

Location:

1100 L. Street NW Washington, DC Clearance:
Secret Compensation: $70,000 - $75,000k/yr Responsibilities:
* Provide 2nd level escalation support to the Tier 1 Help Desk.
* Provide remote and on-site troubleshooting for hardware and software support.
* Resolve Call Center Tech Support tickets and provide desk-side support to onsite customers.
* Install, monitor, troubleshoot, replace, and support:
* Multiple software solutions from multiple vendors outside of MS Office
* Printers/printer consumables, multi-function devices/multi-function device consumables, and imaging scanners
* Mobile devices or VTC issues
* WiFi or local and wide area networks or connectivity issues
* Data storage systems, Active Directory, and other third-party software.
* Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
* Work with VIPs, providing a "white glove" service where necessary.
* Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.
* Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
* Track all work, inventory, and projects using a ticketing system
* Provide assistance and participate on new project(s) testing and deployment/delivery.
* Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.
* Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.
* Participate in project deployment.
* Provide input and update knowledge base as necessary.
* Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.
* Maintain an organized resource/hardware furnished storage room(s).
* Document, update and close tickets according to defined service level agreement requirements.
* Provide support and participate in asset management analysis and data governance.

Qualifications:

* High School Diploma.
* Minimum 4 years' experience working in support of desk side services with specific focus on supporting executive VP IP levels and their assistants.
* Clearance:
Must have a Secret clearance
* Must have all or one of the following current certifications:
* MCP (Microsoft Certified Professional)
* Google IT Support
* HDI-CSR
* Knowledge of Microsoft Management Console tools, specifically
* Active Directory (AD) for user and computers
* Terminal services
* VPN technologies like ZScaler
* Windows OS Imaging tools
* Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.
* Experience preferred troubleshooting and configuring:
* One Drive/Azure/Office 365/MS Teams/Sharepoint
* VPN (vendor agnostic)
* Print services
* Bomguar/Beyond Trust
* Bitlocker
* Service Now
* Excellent verbal and written communication skills
* Professionally organized and dressed
* Data entry skills that clearly explain how problems were fix
* Customer focused and service oriented
* Attentive to details
* Able to multi-task.
* Ability to work individually and within a team environment with little supervision. About Us Intelli Dyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. Intelli Dyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

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