![SPN Solutions Inc](https://media.trabajo.org/img/noimg.jpg)
Help Desk Technician Tier III
3 weeks ago
Job Title
Help Desk Technician Tier III
Job Type
Full-time
Category
Information Technology
Location
FAIRFAX - , VA 22030 US (Primary)
Education
High School
Travel
0 - 10%
Job Description
Position: Helpdesk Tier III
Location: Fairfax, VA [Travel locally within the State of Virginia]
Citizenship: US Citizens or US Permanent Residents
Certification: A+, Microsoft Certification, or any Industry Certification
Summary:
SPN Solutions Inc. seeks an experienced Helpdesk Tier III professional to join our dedicated team, supporting our clients. This role demands an individual who excels at providing top-tier IT support in a multifaceted and dynamic environment. As the zenith of our helpdesk team, the Helpdesk Tier III will address advanced technical challenges, ensuring that the solutions align seamlessly with the strategic objectives of our clientele.
Qualifications:
- A minimum of 7 years of experience in a Helpdesk role, with at least 3 years at a Tier III level.
- Proven experience in ITSM and ITIL frameworks, showcasing the ability to align IT services with business objectives.
- Strong analytical, problem-solving, and decision-making skills.
- Exceptional communication skills, both written and verbal.
- Demonstrable skills in managing tools like Connectwise RMM, Connectwise Automate, Auvik, and IT Glue.
Information Technology Service Management (ITSM) Support:
- Provide a structured approach to service design, transition, and operation, ensuring that IT services are aligned with the needs of the business.
- Facilitate proactive problem management to detect and resolve issues before they impact end-users.
- Streamline incident resolution processes to minimize downtime and ensure rapid service restoration.
- Manage service requests of end users efficiently and effectively, leveraging structured systems for optimized performance.
- Oversee changes in IT, ensuring all are assessed, approved, and implemented in a controlled manner, minimizing disruptions.
- Ensure all IT services adhere to agreed-upon performance targets, conducting regular monitoring and addressing any deviations.
- Address IT incidents with precision and promptness, while analyzing patterns to determine and address root causes.
- Efficiently manage and execute service requests, ensuring timely service delivery and user satisfaction.
- Implement a structured problem response process, logging, assigning priority, and ensuring timely resolution.
- Regularly provide comprehensive reports detailing requests, resolutions, and progress status to all relevant stakeholders.
- Engage in robust client communication and consultation, ensuring the alignment of IT solutions with client objectives.
- Participate in regular reviews and feedback sessions with clients, ensuring services consistently meet or exceed expectations.
- Handle IT support for a vast user base, showcasing the ability to scale and adapt to varied client needs.
- Manage IT infrastructure aspects, from hardware and software management to vendor relationships, ensuring cohesive and uninterrupted service delivery.
Helpdesk Remote Management and Automation:
- Use ConnectWise RMM to continuously monitor client systems and networks for potential issues.
- Implement proactive maintenance measures based on RMM alerts.
- Respond to real-time performance metrics to optimize system functionality.
- Streamline patch management, ensuring timely software updates.
- Generate detailed reports on system health, performance, and vulnerabilities.
- Use ConnectWise Automate to configure and deploy automation scripts to address recurring issues and routine tasks.
- Streamline software deployment across various systems.
- Optimize scheduled maintenance tasks for minimal business interruption.
- Oversee remote system diagnostics and issue resolution.
- Utilize automated tools for data backup, restoration, and recovery processes.
- Use tools such as Auvik to monitor network traffic, device performance, and infrastructure health.
- Utilize topology mapping for a clear visual representation of IT infrastructure.
- Quickly identify and address potential bottlenecks or system failures.
- Set up real-time alerts to preemptively address network issues.
- Analyze historical data to identify network performance trends and areas for improvement.
- Leverage tools such as IT Glue to document critical system configurations, protocols, and processes.
- Maintain an up-to-date repository of IT knowledge base articles and solutions.
- Ensure consistent record-keeping of device inventories, licenses, and warranties.
- Implement and maintain data structure and relationships for easy retrieval.
- Collaborate with team members using shared documentation to ensure seamless issue resolution.
- Leverage helpdesk ticketing system such as ConnectWise Manage (Ticketing System) or Remedy and Service now to Log, prioritize, and track all incoming service requests and incidents.
- Assign and escalate tickets based on severity, impact, and skill set required.
- Maintain regular communication with end-users, updating them on ticket status.
- Generate regular reports on ticket metrics, resolution times, and pending issues.
- Review and analyze ticket trends to recommend improvements in IT processes and training.
- Create, maintain, and deploy standardized operating system images for Windows 10 and Windows 11.
- Regularly update OS images with the latest patches, drivers, and essential applications.
- Optimize imaging processes using imaging tools for quicker deployments.
- Store and manage OS images securely, ensuring quick access and restoration capabilities.
- Collaborate with system admins and other IT personnel to ensure images are tailored to organizational needs.
- Diagnose hardware and software issues on desktops, laptops, and peripherals.
- Perform hands-on repairs on malfunctioning hardware components.
- Reinstall or update faulty software and applications.
- Recover data from failing or damaged storage devices.
- Provide guidance and advice to users on best practices to prevent recurrent issues.
- Collaborate closely with IT departments and stakeholders for large-scale projects and rollouts.
- Mentor Tier I and Tier II helpdesk staff, sharing knowledge and insights.
- Keep abreast of the latest trends in IT, attending training sessions and workshops.
- Evaluate and recommend new tools and technologies to enhance IT support processes.
- Coordinate with vendors and third parties for warranty claims, replacements, and advanced technical support.
The Helpdesk Tier III position at SPN Solutions Inc. represents a unique opportunity for seasoned IT professionals to make a tangible difference in a dynamic and ever-evolving environment. We're looking for someone who not only possesses the technical expertise but also the dedication to drive excellence in every task they undertake. If you have the skills, experience, and drive to excel in this role, we invite you to be a part of our esteemed team.
-
Help Desk Technician Tier III
2 weeks ago
Fairfax, United States SPN Solutions Inc Full timeJob Title Help Desk Technician Tier III Job Type Full-time Category Information Technology Location FAIRFAX - , VA 22030 US (Primary) Education High School Travel 0 - 10% Job Description Position: Helpdesk Tier III Location: Fairfax, VA [Travel locally within the State of Virginia] Citizenship: US Citizens or US Permanent Residents ...
-
Help Desk Technician Tier 2
4 weeks ago
Fairfax, United States Highlight Full timeHighlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center. Responsibilities Receive and resolve Level II requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel, reboot...
-
Help Desk Technician Tier 2
3 weeks ago
Fairfax, United States Highlight Full timeHighlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center. Responsibilities Receive and resolve Level II requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel, reboot...
-
Helpdesk Technician Tier 2
6 hours ago
Fairfax, United States Highlight Full timeHighlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center. Responsibilities Receive and resolve Level II requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel, reboot...
-
Help Desk Support Technician
4 weeks ago
Fairfax, United States Gromelski and Associates, Inc. Full timeJob DescriptionJob DescriptionHelp Desk Support Technician Gromelski and Associates, Inc. (GAI) partners with prime contractors to provide professional services. Key service areas include Engineering Design and Documentation; Software Development and Testing; System Integration, Testing and Evaluation; Lab Management and Field Installation; Integrated...
-
Help Desk Technician
2 months ago
Fairfax, United States Government Contractor Full timeJob DescriptionJob DescriptionHelp DeskFairfax, VAMUST:Active USPS public trust clearance4+ years relevant experience.Must have experience working in a technical support position troubleshooting hardware, software and network connectivity issuesMust have experience working cooperatively in a team environment with other support groups via phone calls, email,...
-
Help Desk Technician
3 weeks ago
Fairfax, United States Government Contractor Full timeJob DescriptionJob DescriptionHelp DeskFairfax, VAMUST:Active USPS public trust clearance4+ years relevant experience.Must have experience working in a technical support position troubleshooting hardware, software and network connectivity issuesMust have experience working cooperatively in a team environment with other support groups via phone calls, email,...
-
Level III Technician
3 weeks ago
Fairfax, United States TeamLogic IT, Fairfax, VA Full timeJob DescriptionJob DescriptionBenefits/PerksFlexible SchedulingCareer Advancement OpportunitiesCompetitive CompensationPeople First CultureCompany OverviewIf you have a background and skillset for IT and a determined mindset to overcome any obstacle, youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex...
-
Level III Technician
4 weeks ago
Fairfax, United States TeamLogic IT, Fairfax, VA Full timeJob DescriptionJob DescriptionBenefits/PerksFlexible SchedulingCareer Advancement OpportunitiesCompetitive CompensationPeople First CultureCompany OverviewIf you have a background and skillset for IT and a determined mindset to overcome any obstacle, youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex...
-
Level III Technician
4 weeks ago
Fairfax, United States TeamLogic IT, Fairfax, VA Full timeJob DescriptionJob DescriptionBenefits/PerksFlexible SchedulingCareer Advancement OpportunitiesCompetitive CompensationPeople First CultureCompany OverviewIf you have a background and skillset for IT and a determined mindset to overcome any obstacle, youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex...
-
Fairfax, United States The Midtown Group Full timeJob DescriptionJob DescriptionOur financial services client is hiring an on-site Tier 1 Help Desk Representative at $25/hour (W2) to support their team in Fairfax, VA. Responsibilities: - Provide Tier 1 support and troubleshooting for on-prem and cloud-based Windows Servers, 2012 and newer- Assist in maintaining current systems and propose new methods for...
-
Service Desk Technician
3 weeks ago
Fairfax, United States General Dynamics Information Technology Full timeReq ID: RQ176241 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph Job Family: Help Desk Skills: Customer Service,Information Technology (IT),Service Desk Certifications: CompTIA - Security+ - CompTIA Experience: 1 + years of related experience US Citizenship Required: Yes Job Description: GDIT is seeking...
-
Service Desk Technician
3 weeks ago
Fairfax, United States General Dynamics Information Technology Full timeReq ID: RQ176241 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph Job Family: Help Desk Skills: Customer Service,Information Technology (IT),Service Desk Certifications: CompTIA - Security+ - CompTIA Experience: 1 + years of related experience US Citizenship...
-
Service Desk Technician
3 weeks ago
Fairfax, United States General Dynamics Information Technology Full timeReq ID: RQ176241 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: Top Secret SCI + Polygraph Job Family: Help Desk Skills: Customer Service,Information Technology (IT),Service Desk Certifications: CompTIA - Security+ - CompTIA Experience: 1 + years of related experience US Citizenship...
-
Fairfax, United States The Midtown Group Full timeJob DescriptionJob DescriptionOur financial services client is hiring an on-site Tier 1 Help Desk Representative at $25/hour (W2) to support their team in Fairfax, VA. Responsibilities: - Provide Tier 1 support and troubleshooting for on-prem and cloud-based Windows Servers, 2012 and newer- Assist in maintaining current systems and propose new methods for...
-
Help Desk Support Coordinator
4 weeks ago
Fairfax, United States Cornerstone Recruiting Full timeHelp Desk Support Coordinator Fairfax, VA We are working with a nationwide engineering, environmental, and management consulting firm. They are based in Fairfax, VA and provide environment inspection services for commercial, institutional, and residential communities and buildings nationwide. We are seeking a motivated, career, and customer-oriented Help...
-
IT Help Desk Analyst
1 day ago
Fairfax County, VA, United States Northern VA Community College Full time**Title**:IT Help Desk Analyst **Agency**:Northern VA Community College **Location**:Fairfax County - 059 **FLSA**:Nonexempt **Hiring Range**:$16/hr **Full Time or Part Time**:Part Time Additional Detail **General Description**: Applicants must be able to demonstrate basic knowledge of hardware and software support in any capacity (personal,...
-
Help Desk System Specialist
3 weeks ago
Fairfax, United States M.c. Dean Full timePosition Summary As part of a multidisciplinary team, you will interact with our customers and work with technicians to diagnose, analyze, troubleshoot, and resolve desktop system related issues. General responsibilities and activities include but are not limited to: Performing daily systems analysis and proactive preventative maintenance to ensure system...
-
Help Desk System Specialist
4 weeks ago
Fairfax, United States M.C. Dean, Inc. Full timePosition Summary As part of a multidisciplinary team, you will interact with our customers and work with technicians to diagnose, analyze, troubleshoot, and resolve desktop system related issues. General responsibilities and activities include but are not limited to: Performing daily systems analysis and proactive preventative maintenance to ensure system...
-
Vehicle and Equipment Technician Iii
2 weeks ago
Fairfax, United States Fairfax County Government Full time**Salary** - $57,382.00 - $95,636.11 Annually**Location** - FAIRFAX (EJ32), VA**Job Type** - FT Hourly W BN**Job Number** - 24-01430**Department** - Vehicle Services**Opening Date** - 06/08/2024**Closing Date** - 6/21/2024 11:59 PM Eastern**Pay Grade** - S21**Posting Type** - Open to General Public**Job Announcement**: **$2,500 Signing Bonus** Under limited...