Service Desk Technician Tier I/II

4 weeks ago

Washington, United States Gridiron IT Full time

Gridiron IT is seeking a Service Desk Technician with an active TS clearance to support a federal client onsite in Washington, DC.

The Technician will provide Service Desk and Desktop Support for approximately 1000 end-users operating in a mixed Windows Desktop thick and thin client environment.

Qualifications and Responsibilities:

  • Diagnose, troubleshoot and resolve Microsoft Windows (Windows 7 & 10) hardware and software problems.
  • Experience with Citrix with managing thin & thick clients
  • Experience with setting up printers and managing print server
  • Install and configure new PC hardware and software on desktops and peripherals such as printers, external drives and other related hardware.
  • Develop, prepare, tests and deploy hard drive images and be capable of supporting users in a virtual desktop environment.
  • Serves as central point of contact for all customer concerns.
  • Develop, document and effectively communicate job processes, procedures and techniques.
  • Responds to and diagnoses problems through discussion with users;
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
  • Interact professionally with clients exhibiting strong customer service skills.
  • Provides support to end users on a variety of issues.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the incident/problem/task to ensure a timely resolution.
  • Provides first and second?tier support to end users for either PC, operating system or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Clearly communicate technical concepts to non-technical staff and customers.
  • Recommends systems modifications to reduce user problems.
  • Experience with ticketing system such as BMC Footprints to create and close tickets
  • Be able to create documentation such as job aids and SOP's
  • ITIL Foundations experience such as incident and problem management
  • Work with Tier III support team to resolve incidents/problems
  • Any relevant SolarWinds experience is a plus
  • Windows Active Directory Experience in creating user accounts and resetting passwords
Requirements:
  • Bachelor's degree or equivalent
  • ITIL v3 or v4 Certified-desirable
  • Network+ Certification -desirable
  • Security+ Certification -desirable
Security Clearance Requirements:
  • Top Secret with SCI Eligibility

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