Help Desk- Tier II

Sparibis•Alexandria, VA

1d•Onsite

About The Position

Sparibis LLC is seeking a Tier II Help Desk professional to provide support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems. The candidate will lead architecture and support of unified communications (UCC) platforms and integrations and will be responsible for integrating UCC tools with Microsoft 365 and network systems.

Requirements

Must be able to obtain and maintain a Public Trust security clearance.
3+ years professional experience providing Tier 2 Help Desk experience.
Bachelor’s degree in information technology or equivalent experience.
Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution.
Experienced integrating UCC tools with Microsoft 365 and network systems.
Experience supporting Microsoft 365 applications (Teams, VoIP).
Support Teams meetings, webinars, and VoIP devices.
Design and manage Teams Phone and VoIP infrastructure.
Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune).
Experience with digital signage and UCC integrations.
Experience supporting Teams meetings, webinars, and VoIP devices.
Must have experience coordinating A/V setup for events and board meetings.
Experience troubleshooting VTC and audio bridging issues.
Experience providing support for Windows 11 basics.
ServiceNow help desk ticketing systems experience required.
Experience providing mobile device support.
Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
IT asset management experience.
ServiceNow Help Desk and Administration experience required.
Proven experience resolving tier 2 help desk tickets promptly and effectively.
Customer service driven.
Excellent written and verbal communication skills.
Must be detail oriented.

Nice To Haves

Microsoft Teams Administrator Associate certification preferred.

Responsibilities

Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems.
Leads architecture and support of unified communications (UCC) platforms and integrations.
Will be responsible for integrating UCC tools with Microsoft 365 and network systems.
Respond to ServiceNow tickets for workstation issues.
Support Microsoft 365 applications (Teams, VoIP).
Support Teams meetings, webinars, and VoIP devices.
Design and manage Teams Phone and VoIP infrastructure.
Coordinate audio/visual setup for events and board meetings.
Support digital signage and Teams Room devices.
Manage endpoint provisioning using Intune.
Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues.
Perform account provisioning and workstation imaging.
Support mobile devices and asset management.
Perform account provisioning and workstation imaging.
Track, manage, and provide monthly update on Help Desk utilization.
Coordinate with Tier 3 help desk for firewall and routing issues.
Mentor Tier 2 UCC staff and support VIP events.
Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses.
Attend provided training as requested.
Will always maintain a high level of customer satisfaction and professionalism.
Support Teams Phone and Call Manager.