Tier 2 Deskside Support Technician

CACI•Arlington, VA

About The Position

As a Tier 2 Deskside Support Technician, you will provide customer-focused support to the Joint Service Provider user community. Working with a team of IT professionals, you will assist end users with software, hardware, and network needs, interacting with customers to maintain productivity and resolve issues involving desktops, laptops, software installations, and other IT requirements. The role uses Tier 2 diagnostic experience and judgment, along with established workflows, to research and resolve technical problems. You will document, track, and monitor incidents and work orders through resolution, including recording detailed break-fix steps in the Remedy ticket tracking system. Support includes advanced troubleshooting and customer service, hardware and software installations and upgrades, remote and onsite assistance, Windows and Microsoft Office support, and guidance for customers and support staff. The technician also coordinates with infrastructure, Network Operations, database, and development personnel.

Requirements

Active U.S. Department of Defense-issued Secret clearance.
5–7 years of professional experience supporting PC hardware and software systems.
High school diploma or GED.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to prioritize and execute tasks effectively in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to research PC and software issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented approach and ability to work collaboratively.
Ability 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

Vendor certification in the technology being applied, such as Microsoft MCP or Novell CNE.
8570 Level II certification.
CompTIA Security+ certification.
ITIL v4 Foundation certification (identified as the minimum preferred certification).

Responsibilities

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