Tier 2 FSE - Journeyman
About The Position
Oneida Technology Services (OTS) is actively seeking a highly motivated, full-time Tier 2 FSE Journeyman in Miami, FL. This is a fully on-site position. The role involves monitoring, triaging, and responding to user support requests through a ticketing system, troubleshooting hardware and software issues for various devices, performing desk-side support tasks like device reimaging and OS reinstalls, and providing after-hours support for critical incidents. The position also includes preparing IT equipment for deployment, relocation, or disposal, assisting with workstation setups and system installations, validating equipment performance, supporting network diagnostics, and maintaining asset inventory records. Clear and timely documentation of service actions and ticket updates is required, along with supporting IT needs for training environments and collaborating with IT support teams to ensure consistent service delivery following established procedures and best practices. The Oneida ESC Group, a family of companies owned by the Oneida Nation of Wisconsin, delivers customer-focused engineering, science, and and construction services worldwide, integrating staff for dedicated, cooperative, and business-like delivery of services to enhance customers’ missions.
Requirements
- High school diploma with 0–2 years of related IT support experience (or equivalent combination of experience).
- Fundamental IT field support knowledge and experience working with Microsoft Windows operating systems.
- Basic understanding of IT operations & maintenance (O&M) processes.
- Strong customer service, oral and written communication skills.
- Ability to follow documented procedures and work under supervision.
- U.S. Citizen
- Ability to obtain and maintain a Public Trust Clearance
- HDI or SDI certification
- CompTIA A+
- ITIL v3 Foundation or ITIL v4
Nice To Haves
- CompTIA Security+
- CompTIA Network+
- CompTIA Server+
- Microsoft 365 Certified: Fundamentals (or equivalent)
- AppleCare Mac Technician, Apple Certified Support Professional, or Apple Certified IT Professional
Responsibilities
- Monitor, triage, and respond to user support requests through the ticketing system.
- Troubleshoot hardware and software issues for desktops, laptops, and mobile devices.
- Perform desk-side support tasks, including device reimaging, OS reinstalls, and equipment configuration.
- Provide after-hours support for critical incidents and remote access or telework issues.
- Prepare IT equipment for deployment, relocation, or disposal, following established policies.
- Assist with workstation setups, cabling, and system installations.
- Validate equipment and system performance after maintenance or installation activities.
- Support diagnostics of network equipment under the direction of networking teams.
- Update, track, and maintain asset inventory records.
- Assist with receiving, tagging, and documenting IT equipment.
- Maintain clear, timely documentation of service actions and ticket updates.
- Support IT needs for staff and student training environments.
- Collaborate with IT support teams to ensure consistent service delivery.
- Follow established IT service procedures and best practices to ensure quality and compliance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
