Tier 2 Desktop Support

TEKsystems

2d•Onsite

About The Position

Provides Tier 2 desktop support to users for PC, server, and application-related issues, including operating systems, email, standard desktop applications, printers, mobile devices, and other end-user hardware and peripherals. Images new computers using standard images and securely wipes hard drives. Provisions and de-provisions equipment and user accounts to support onboarding and offboarding. Documents, tracks, resolves, and reports incidents and service requests using the designated ITSM ticketing system. Utilizes technical knowledge to troubleshoot and resolve complex issues, including simulating or recreating user problems. Interacts with network services, software engineering, and application teams as needed to restore service and resolve root causes. Recommends system modifications to reduce recurring user issues, maintains currency in technical skillsets, and escalates incidents when resolution exceeds Tier 2 scope. Must be able to work independently and as part of a team. Position requires the ability to provide occasional surge and Battle Assembly Weekend support.

Requirements

Imaging and deployment of new systems
System refreshes and secure drive wiping
Tier 2 support of PCs, laptops, mobile devices, printers, and peripherals
Windows 10 and 11, iOS
Microsoft Office Suite, O365, Teams
Active Directory
Standard enterprise business applications
Experience with ITSM tools (ServiceNow, Remedy, or similar)
Strong customer service skills with clear oral and written communication
Ability to work independently and collaboratively in a team environment
Active DoD Secret clearance
Active Security+ certification

Responsibilities

Provides Tier 2 desktop support to users for PC, server, and application-related issues, including operating systems, email, standard desktop applications, printers, mobile devices, and other end-user hardware and peripherals.
Images new computers using standard images and securely wipes hard drives.
Provisions and de-provisions equipment and user accounts to support onboarding and offboarding.
Documents, tracks, resolves, and reports incidents and service requests using the designated ITSM ticketing system.
Utilizes technical knowledge to troubleshoot and resolve complex issues, including simulating or recreating user problems.
Interacts with network services, software engineering, and application teams as needed to restore service and resolve root causes.
Recommends system modifications to reduce recurring user issues.
Maintains currency in technical skillsets.
Escalates incidents when resolution exceeds Tier 2 scope.
Provide occasional surge and Battle Assembly Weekend support.