IT Support Technician Tier 2 (Onsite)

BDR Solutions•Washington, DC

10d•Onsite

About The Position

BDR Solutions, LLC is seeking an IT Support Technician – Deskside Tier 2 to provide Tier 2 support for a client’s hardware and software systems. The role is performed onsite in Washington, DC, with travel to client sites throughout the Washington, DC National Capital Region as needed. The technician provides remote and onsite troubleshooting, desk-side support, ticket resolution, asset and project tracking, and assistance with deployments. The position requires U.S. citizenship and an active, fully adjudicated Secret clearance at the T3 level.

Requirements

U.S. citizenship.
Fully adjudicated Secret clearance at the 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 desk-side support experience, specifically supporting executive VP/VIP users 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 strengthen technology knowledge, skills, and business-process understanding.
Excellent verbal and written communication, phone etiquette, keyboarding, data-entry, and interpersonal skills.
Customer-focused and service-oriented approach, attention to detail, professionalism, and ability to multitask.
Ability to work independently and as part of a team with little supervision.
Ability to meet government security-investigation and classified-information access eligibility requirements; applicants may also be subject to background investigation, drug testing, and creditworthiness review.

Nice To Haves

Experience with VMware, VOIP, ticket tracking systems, and Office 365.
Military veterans are highly encouraged to apply.

Responsibilities

Provide second-level escalation support to the Tier 1 Help Desk.
Troubleshoot hardware and software remotely and onsite.
Resolve Call Center technical support tickets and provide desk-side support to client customers.
Install, monitor, troubleshoot, replace, and support virtual desktop infrastructure, end-user equipment, networks, data storage systems, Active Directory, and third-party software.
Document incidents and work orders with 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, deployment, and delivery.
Travel to client sites in the Washington, DC National Capital Region as needed for break/fix tickets.
Work with vendors on software and hardware troubleshooting, repair, replacement, and personnel escort.
Provide input to and update the knowledge base as necessary.
Coordinate the movement of assets and equipment between client facilities when needed.
Maintain organized resource and hardware storage rooms.
Document, update, and close tickets according to defined service-level agreement requirements.