Deskside Technician - Tier 2

IntelliDyne Jobs for Veterans • Falls Church, VA

3d • Onsite

About The Position

This role involves providing daily client interface and representing IntelliDyne in all client engagements. The technician will address and correct hardware, software, or connection issues, support Desktop and Laptop users, and solve problems with deployed software. Responsibilities include resolving issues through customer education and direct assistance, ensuring backup and data restoration for workstations, and responding to printing and peripheral problems. The position also involves providing phone and in-person support for various systems like e-mail, LAN/WAN, user account administration, active directory, standard desktop images and applications, and COTS/GOTS applications. The technician will serve as the initial point of contact for troubleshooting all IT-related problems, including hardware/software, passwords, and printer issues.

Requirements

• DOD 8570 IAT Level ll, or lll certification required: example Security+ CE.
• Bachelor's Degree and 4 years technical support experience or a HS degree and 8 years technical support experience.
• Minimum of 4 years of enterprise experience in commercial or government environment.
• Must be eligible for a DOD Public Trust or higher.
• Familiar with all standard MS Office software systems and MS Project.
• Possess knowledge of workstation administration and management including imaging.
• Basic network support experience to include account administration in active directory environment.
• Excellent analytical, oral and written communication, presentation, and problem-solving skills.
• Ability to gain internal support and to operate independently without supervision.
• Must have the ability to establish a solid working relationship with customers, technical staff, managers and peers.

Nice To Haves

• ITIL Foundations v4 desired.
• Knowledge of Remedy or other trouble ticket software.

Responsibilities

• Daily client interface.
• Representing IntelliDyne and its interests in all client engagements.
• Addressing and correcting any hardware, software or connection issue.
• Supporting Desktop and Laptop users and solves problems with Microsoft, Adobe, Roxio and other deployed software.
• Resolving problems through customer education, training and direct assistance.
• Ensuring backup, recover and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed.
• Responding and correcting formatting for printing and all other peripheral issues as they arise.
• Providing phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, active directory, standard desktop images and applications, COTS and GOTS applications.
• Serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

Benefits

• Inclusive and supportive work environment
• Competitive compensation package
• Professional growth through annual subsidy for trainings, certifications, professional memberships as well as mentorships and job shadowing
• Medical, dental, vision, 401(K) with company match
• Flexible Paid Time Off Program, 11 holidays, paid parental leave, military leave, and government shutdown leave
• Rewards and recognition through peer awards, service year awards, spot bonuses, and annual company awards
• Wellness and mental health benefits
• Commuter benefits
• Flexible work options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level