Help Desk Specialist II

Highlight Technologies•Washington, DC

About The Position

Highlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center.

Requirements

Ability to obtain Public Trust
3+ years of experience on a help desk, preferably a 24x7x365
Possesses a range of skills and knowledge in computer hardware and software
Extensive experience supporting Microsoft-based platforms (Windows 7 or higher, Active Directory, Microsoft 365, Office Productivity Suite)
Proficient in Remote Desktop Services and Active Directory management
Knowledge of Windows and software products for troubleshooting efforts
Managing and supporting end-user devices, such as desktop systems and other peripheral equipment
Working knowledge of Service Now
Asset Lifecycle Mgmt./Maint.
Experience in understanding VPN and LAN/WAN network troubleshooting
Understanding of Internet security and data privacy principles

Responsibilities

Day-to-day administration of an MDM environment, including Configuration of Intune and Autopilot
Maintain the development, test, and production environments
Manage various device policies and desktop applications in Microsoft Intune and MECM/SCCM within an organization.
Deploy software updates, Windows OS patches, and updates to endpoints using automated tools.
Develop and maintain endpoint operating system infrastructure and perform day to day tune up and maintenance as required policies and procedures.
Receive and resolve Level 2 requests via phone, e-mail, and Service Now ticket system; escalate alerts to appropriate personnel, reboot servers, and utilize multiple data sources and tools in the diagnosis and assessment of system degradation, which include Citrix, Active Directory, Remedy, WhatsApp Gold (WUG): MS Office, Microsoft TEAMS, MS Exchange Management Console, Internet Explorer.
Escalate and communicate customer issues and network-related alerts to Level 3 NOC staff, management, and administration as defined by policies and escalation procedures.
Interface between customers/engineers, vendors/providers leveraging Remedy while managing network operations using various network management tools.
Monitor network appliances/infrastructure, servers, operating systems, software applications, and hardware.
Monitor system availability and performance tools. Work as a team member to meet or exceed service level targets.
Demonstrate exceptional oral and written communications, including customer service skills with attention to detail; ability to multi-task efficiently; ability to work independently and/or as part of a team with the capability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.