End User – Field Support

Job ID:

Location: ATLANTA, GA, US

Date Posted:

Category: Engineering and Sciences

Subcategory: Field Technician

Schedule: Full-time

Shift: Day Job

Travel: Yes, 25 % of the Time

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: No

Description

This position is full-time On-Site located at the Department of Transportation, Baltimore MD. Performs day-to-day activities required to provide Tier 2 and Tier 3 support to end users, to include, move/add/change of end user equipment, software install and upgrades, and general troubleshooting and problem resolution. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Updates status of queued service requests with the IT service management system.

The support will range from simple to complex system issues and may include VIP support requirements.

The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes.

Escalation point for Junior and Mid-level desk side engineers. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers. Updates status of queued service requests with the IT service management system.

• Remote and Deskside Experience troubleshooting hardware and software issues
• Troubleshooting Microsoft Windows
• Installation and configuration of new machines in a Windows environment.
• Smart cards / PIV cards (general knowledge)
• Experience with Office 365, VPN, Active Directory, Thin Client
• Provide Remote Tool Support
• Conference Room / VTC Setups
• Travel to various field sites is required, and reliable and independent transportation will be needed.

Top Qualifications, Skills, Experience or Certifications:

1. Deployment of customer hardware and software

2. Problem Resolution IT support to end users

3. Customer Service

Qualifications

Requirements:

• Must have a minimum of 7 years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
• Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
• Must possess a High School Diploma.
• Degree may be substituted with 6 additional years of related experience
• Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
• Need to be able to work independently and as part of a team.
• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
• Perform repairs on Apple computer and iOS hardware and software.
• Understanding of the MAC OS Imaging process using JAMF preferred but not required.
• May be assigned to assist in leading small projects and team efforts.
• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.
• Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
• Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.
• Escalates complex problems to upper-level deskside engineers.
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
• HDI Technical Support Professional required within six (6) months of employment.
• Certifications desirable but not required include A+, Net+, Secure+.
• Must be reliable and have independent transportation.
• Position requires ability to obtain a Public Trust. Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years