Help Desk Support Technician II

Agile Defense • Adelphi, MD

2d • Onsite

About The Position

Provides technical assistance and training to system users.
Responds to users' requests for assistance by phone and in person, generally handling non-routine technical issues.
May staff a help desk or information center. Installs and modifies personal computer and network hardware, software, and peripherals.
Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.
Requires comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.
Requires a working knowledge of operating systems such as Windows, MAC, or UNIX.

Requirements

• 3 years+ experience working in an IT environment
• Strong customer service both verbal and written to a wide range of end-users
• Strong troubleshooting skills
• PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS)
• Windows 10, Office 365
• Obtain Microsoft certification within 6 months (Computing environment)
• Secret Clearance
• Security+

Nice To Haves

• ServiceNow/Other Ticketing System experience

Responsibilities

• Handle Tier 2 service desk calls and escalations through tickets and/or phone
• Follow up on ServiceDesk tickets and fulfill/resolve in a timely resolution
• Assist with basic hardware/software/user troubleshooting and first call resolution calls
• Mobile device and printer management
• Manage documents for tracking assets, tickets, and/or other items as needed
• Other duties may be added and/or assigned as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED