Service Desk Technician (Tier 2)

AAC • Washington, DC

1d • $80,000 • Onsite

About The Position

Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

Requirements

• One (1) year minimum experience supporting macOS
• One (1) year minimum experience supporting Remote access tools (e.g., Cisco AnyConnect)
• One (1) year minimum experience supporting VPN and secure remote connectivity (RSA SecurlD experience preferred)
• Three (3) years minimum experience in IT Call Center environments
• Three (3) years minimum experience in Active Directory user and account administration
• Three (3) years minimum experience supporting Microsoft Windows 10 and Office 365 applications
• Three (3) years minimum experience supporting mobile operating systems (iOS, Android)
• Three (3) years minimum experience supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
• Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems.
• Five (5) years of Active Directory user and account administration.
• Five (5) years of experience supporting Microsoft Windows and Office 365 applications.
• Three (3) years of experience supporting clients using remote access software.
• Three (3) years of experience supporting remote connectivity (VPN).
• Ability to lift up to 50 pounds of equipment as needed for on-site hardware support.
• Tier 3 contractors shall also have advanced PowerShell and Power BI skills.

Nice To Haves

• RSA SecurlD experience preferred

Responsibilities

• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
• Ability to operate effectively in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed