Tier II Desktop Support

Actionet, Inc. Silver Spring , MD 20901

Posted 3 weeks ago

ActioNet has an immediate opportunity for a Tier II Desktop Support position requiring a Public Trust Clearance located in Silver Spring, MD. Are you ready to join our great team? You would be responsible for providing in-person support for NOAA staff including direct interaction with the Executive staff (CIO, ACIO, etc.) and management. You will be the SME for your site performing Tier II functions in coordination with the ITSS Project Manager and the Infrastructure team.

This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers' requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) ensuring customer satisfaction while providing service and support for all customer service incidents and requests. Position is on onsite. Core hours are 7am

  • 6pm Monday

  • Friday. Please defer to the hiring manager for the shift needed to work at time of interview.

Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.

What is in it for you?

  • You will be stepping into an established IT support environment where you can leverage your expertise in Tier II - raising the bar in IT Service Delivery excellence

  • You can increase your technical abilities by enhancing your toolbox of skills in areas such as Email Management and AD Account Management.

  • ActioNet, Inc. offers a comprehensive benefits package that includes health insurance, dental insurance, life insurance, professional training reimbursement, 401K, disability insurance, and much, much more! For a full description of benefits, please visit us at: https://www.actionet.com/careers/benefits/

  • ActioNet, Inc. is committed to creating an employee environment that fosters professional development, as well as personal growth and satisfaction. Through our total compensation package, we offer our employees the means to reach these goals

Duties and Responsibilities:

  • Provide surge support to other teams as needed during times of surge (this will include desktop Tier 2 activities or Tier 3 activities)

  • Work a high volume of IT tickets daily ensuring SLA response and resolutions times, and customer satisfactions are met

  • Be responsive and decisive when responding to customer requests, incidents, and inquiries

  • Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology

  • Ability to multi-task projects and daily operations while providing regular status updates to management

  • Be involved in implementation of managed SCCM pushes, updates, and patches on NOAA systems

  • Image, test, and deploy computers for new requests and break/fixes

  • Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues

  • Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II

  • Provide IT support for remote customers using government-approved remote support tools

  • Possess a strong working knowledge of Service Now or equivalent ticketing systems

  • Perform account management in Active Directory and Mail Administration

  • Be knowledgeable with Windows 10 Operating Systems, MS Office Applications, Google Mail, and Google Applications

  • Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates

  • Possess knowledge of McAfee ePolicy Orchestrator, SCCM, and computer imaging

  • Re-mediate systems with identified vulnerabilities in coordination with the ISSO

  • Prioritize and execute tasks in a high-pressure and fast-paced environment

  • Maintain a high level of customer satisfaction and excellence at all times

  • Must be a strong communicator in both oral and written

Basic Qualifications:

  • US Citizen required

  • At least 5 years of Tier II onsite and remote support experience in a medium to large networked environment

  • Familiarity with Windows OS imaging using Ghost/SCCM and other tools

  • Works independently and within the framework of a team with minimum assistance

  • Must have prior experience working as a contractor for a government agency

  • Must understand the art of providing excellent customer service at all times

Preferred Qualifications:

  • ITILv3 Foundations
  • MCSE, MCP or A+ certifications preferred
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Tier II Desktop Support

Actionet, Inc.