Desktop Tier 2 Technician

AAC • Rockville, MD

4d

About The Position

Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has advanced technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Requirements

• Advanced technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices.
• Experience troubleshooting and resolving core services (file, email, print, web, portal and network).

Responsibilities

• Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals.
• Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding.
• Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning.
• Documents, tracks, resolves, and reports on incidents and requests using ServiceNow.
• Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed