Deskside Technician - Tier 2

IntelliDyne Jobs for Veterans • Falls Church, VA

10d • Onsite

About The Position

The Deskside Technician - Tier 2 provides onsite technical support in Falls Church, Virginia, serving as an initial point of contact for IT troubleshooting. The role supports desktop and laptop users and resolves hardware, software, connectivity, account, printing, and peripheral issues. It provides phone and in-person assistance for email, LAN/WAN, user accounts, Active Directory, standard desktop images and applications, and COTS and GOTS applications. The technician also helps users through education, training, and direct support, and supports workstation backup, recovery, and data restoration during upgrades or when system problems are diagnosed.

The role requires an active DoD Public Trust or higher and a DoD 8570 IAT Level II or III certification, such as Security+ CE. Candidates must have either a bachelor's degree and four years of technical support experience or a high school degree and eight years of technical support experience, including at least four years of enterprise experience in a commercial or government environment. ITIL Foundations v4 and experience with Remedy or other trouble-ticket software are preferred.

IntelliDyne, LLC describes itself as a provider of mission-aligned services and people-first IT solutions to government organizations. The company says it fosters an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions.

Requirements

• DoD 8570 IAT Level II or III certification; Security+ CE is given as an example.
• Bachelor's degree and four years of technical support experience, or a high school degree and eight years of technical support experience.
• At least four years of enterprise experience in a commercial or government environment.
• Active DoD Public Trust or higher.
• Familiarity with standard Microsoft Office software and Microsoft Project.
• Knowledge of workstation administration and management, including imaging.
• Basic network support experience, including account administration in an Active Directory environment.
• Excellent analytical, oral and written communication, presentation, and problem-solving skills.
• Ability to gain internal support and work independently without supervision.
• Ability to establish solid working relationships with customers, technical staff, managers, and peers.

Nice To Haves

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

Responsibilities

• Interface with clients daily and represent IntelliDyne and its interests in client engagements.
• Address and correct hardware, software, and connection issues.
• Support desktop and laptop users and resolve problems with Microsoft, Adobe, Roxio, and other deployed software.
• Resolve problems through customer education, training, and direct assistance.
• Ensure workstation backup, recovery, and data restoration for customers during upgrades or when system problems are diagnosed.
• Resolve printing formatting and other peripheral issues.
• Provide phone and in-person support for email, LAN/WAN, user account administration, Active Directory, standard desktop images and applications, and COTS and GOTS applications.
• Serve as the initial point of contact for IT troubleshooting, including hardware, software, passwords, and printers.

What This Job Offers

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