IT Support Technician Tier 2 (Onsite)

BDR Solutions LLC•Washington, DC

9h•$50,000 - $70,000•Onsite

About The Position

BDR Solutions, LLC (BDR) is seeking an IT Support Technician – Deskside Tier 2 to provide Tier 2 support for a client's hardware and software systems. The position is performed onsite in Washington, DC, with travel to client sites in the Washington, DC National Capitol Region as needed. The role calls for balanced hardware and software support skills and a commitment to high-quality customer service and technical solutions. U.S. citizenship and an active, fully adjudicated Secret clearance at a T3 level are required. The technician provides second-level escalation support to the Tier 1 Help Desk, troubleshoots hardware and software remotely and onsite, resolves Call Center Tech Support tickets, and provides deskside support. The role supports a range of end-user equipment, systems, and services, documents and manages work in a ticket tracking system, assists with project testing and deployment, coordinates equipment logistics, and maintains organized storage resources. The technician also works with VIPs, vendors, and other support teams as needed.

Requirements

U.S. citizenship.
Fully adjudicated Secret clearance at a T3 level.
Associate degree in IT or a closely related field.
Both HDI-CSR and MCP (Microsoft Certified Professional—currently MDA-100), or Network+ certification.
At least 4 years of experience working in deskside services, specifically supporting executive VP/VIP levels and their assistants.
Knowledge of Microsoft Management Console tools, particularly Active Directory for users and computers, thin clients, terminal services, and VMware VDI.
Self-motivation to learn and sharpen technology knowledge, skills, and business-process knowledge.
Excellent verbal and written communication, phone etiquette, keyboarding, data entry, and people skills; customer-focused and service-oriented, attentive to detail, professional, and able to multitask.
Ability to work individually and within a team environment with little supervision.

Nice To Haves

Experience with VMware, VOIP, ticket tracking systems, and Office 365.

Responsibilities

Provide second-level escalation support to the Tier 1 Help Desk.
Troubleshoot hardware and software remotely and onsite.
Resolve Call Center Tech Support tickets and provide deskside support to the client's customers.
Install, monitor, troubleshoot, replace, and support virtual desktop infrastructure, end-user equipment, local and wide area networks, data storage systems, Active Directory, and third-party software.
Document incidents and work orders, including detailed break-fix steps and resolutions, in the ticket tracking system.
Provide white-glove service to VIPs when necessary.
Monitor and update incidents and requests, including those assigned to external suppliers or vendors.
Reassign or escalate incidents and requests to appropriate support levels, third parties, or other teams.
Track work, inventory, and projects using a ticketing system.
Assist with and participate in project testing and deployment or delivery.
Travel to client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.
Work with vendors on software and hardware troubleshooting, repair, replacement, and personnel escort.
Participate in project deployment.
Provide input to and update the knowledge base as necessary.
Coordinate and conduct movement of assets and equipment to client facilities when needed.
Maintain organized resource and hardware storage rooms.
Document, update, and close tickets according to defined service level agreement requirements.