Tier 2 Deskside Support Technician

CACI International•Arlington, VA

8d•$59,600 - $122,100

About The Position

The Tier 2 Deskside Support Technician supports the Joint Service Provider (JSP) user community and organizational staff by providing end-user assistance with software, hardware, and network issues. The role works with a team of IT professionals and interacts with customers to maintain productivity and resolve issues involving desktops, laptops, software installations, and other IT needs. The position applies Tier 2 diagnostic experience and judgment, along with established workflows, to research and resolve technical problems. It also documents, tracks, and monitors incidents and work orders to ensure timely resolution. Support is provided remotely and on site, and the technician coordinates with infrastructure, Network Operations, database, and development personnel.

Requirements

Hold a U.S. Department of Defense-issued Secret clearance.
Have 5–7 years of professional experience supporting PC hardware and software systems.
Have a high school diploma or GED; vendor certification in the applicable technology, such as Microsoft MCP or Novell CNE, is considered.
Hold a 8570 Level II certification and Security+ certification.
Demonstrate strong customer service orientation.
Have proven analytical and problem-solving abilities.
Be able to prioritize and execute tasks effectively in a high-pressure environment.
Have good written, oral, and interpersonal communication skills.
Be able to research PC and software issues and products as required.
Be able to present ideas in business-friendly and user-friendly language.
Be highly self-motivated and directed.
Demonstrate keen attention to detail.
Be team-oriented and skilled at working collaboratively.
Be able to sit and stand for long periods, ambulate throughout an office, stoop, kneel, crouch, or crawl as required, and repeatedly lift and carry up to 50 pounds.

Nice To Haves

ITILv4 Foundation certification.

Responsibilities

Document incidents in the Remedy ticket tracking system, including detailed break-fix steps and resolutions.
Provide advanced customer service and support.
Communicate professionally and courteously with high-profile customers.
Install, upgrade, and configure customer-specific hardware and software.
Accept warm transfers from other technicians and continue remote support.
Perform advanced troubleshooting to isolate and diagnose IT problems involving desktop equipment, peripherals, software, and hardware.
Provide remote and on-site hardware and software troubleshooting.
Troubleshoot and support Windows operating systems, advanced Microsoft Office product issues, and other IT issues.
Upgrade software components as required.
Provide customers with network technical support.
Instruct customers and support staff in the use of equipment and software.
Complete multiple simultaneous projects in a timely manner.
Interface with infrastructure, Network Operations, database, and development personnel.