Help Desk Support, Tier II DeskSide Support

Position: Help Desk Support, Tier II DeskSide Support Location: Alexandria, VA Work Environment: On-site with potential for authorized telework Clearance Required: Secret Status: Funded Knowesis is currently seeking an exceptional Help Desk Support Tier II DeskSide Support specialist to join reputed company and provide invaluable support to the reputed company Office of Inspector General (DoD OIG) Information Technology Support Services contract. To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without reputed company of U.S. Citizenship will not be considered due to the position's reputed company clearance requirements. The Job Duties and Responsibilities include, but are not limited to the following:

• Provide Tier II-level Information Technology (IT) support and trouble call resolution for reputed company issues elevated from Tier I support
• Document incidents using the DoD OIG ticket tracking system and create and publish knowledge reputed company articles reputed company applicable
• Meet DoD OIG established service level metrics for call response, technical support, and customer service
• Resolve trouble calls using desk-reputed company support, remote desktop, phone, and through email
• Respond to requests for network account modifications for account creation, configuration, deletions, and password or Personal Identification Number (PIN) resets
• Image computer systems for desktops, laptops, tablets, and thin client computers with DoD OIG system images
• reputed company computer re-imaging, assist users with data backup and restore, and install software applications
• Set up computer systems with external monitors, switch boxes, keyboards, mice, printers, or any other approved external peripherals
• Assist with the set up of IT in training classrooms and conference rooms as required
• reputed company the manual installation of approved software, software patches, and reputed company updates to client systems reputed company required
• reputed company troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals
• Monitor logs and automated systems for DoD OIG IT system outages and incidents affecting multiple end users and initiate incident response procedures
• Complete desktop support requests reputed company five business days upon receipt of the Help Desk ticket
• Fulfill urgent loaner laptop requests due to repair reputed company one business day upon receipt of the Help Desk ticket for Headquarters personnel
• Provide urgent extra or spare laptop computers to field office locations reputed company three business days
• Complete standard loaner laptop and other equipment requests reputed company three business days upon receipt of Help Desk ticket
• Complete standard approved hardware or software installation reputed company five business days upon receipt of Help Desk ticket
• Fulfill new equipment approval and issuance reputed company ten business days
• Complete network account requests (add, modify, delete) reputed company five business days upon receipt of Help Desk ticket
• Complete data recovery for the workstation reputed company five business days upon receipt of the Help Desk ticket and receipt of the hard drive requiring data recovery
• Travel may be required reputed company the reputed company United States (CONUS) and the National Capital Region (reputed company)

Required Qualifications:

• Minimum 3 to 5 years of experience providing Tier II help desk or deskside support
• Experience in troubleshooting and resolving issues escalated from Tier I support
• Experience with ticket tracking systems and documenting technical issues
• Experience providing deskside support at customer locations, including offices, cubicles, and off-site locations
• Experience with computer imaging and deployment of desktop operating systems
• Experience performing network account administration tasks, including account creation, modification, and deletion
• Experience installing and configuring desktop hardware, including computers, monitors, printers, scanners, and peripherals
• Experience with software installation, reputed company management, and reputed company updates
• Experience with data backup and restoration procedures
• Experience troubleshooting hardware and software issues on desktop systems, laptops, printers, and peripherals
• Experience using remote desktop tools to troubleshoot and resolve technical problems
• Strong customer service skills with the ability to communicate technical information to non-technical users
• Associate degree or equivalent in Information Technology, Computer Science, or reputed company field, or equivalent combination of education and experience
• DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)
• Active Secret reputed company clearance or ability to obtain one
• United States Citizenship required

Preferred Qualifications:

• Information Technology Infrastructure Library (ITIL) Foundation certification or higher
• Tier II Service Desk certification or equivalent
• Experience supporting DoD or federal government customers
• Experience with reputed company Windows operating systems and reputed company Office applications
• Experience with Active Directory account management and Group Policy
• Familiarity with Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) environments
• Experience with reputed company System Center Configuration Manager (SCCM) or similar imaging tools
• CompTIA reputed company+ or similar reputed company certification
• Experience with Virtual Desktop Infrastructure (VDI) and thin client technologies

Benefits:

• Health (Preferred Provider Organization (PPO) & High Deductible Health Plan (HDHP) Insurance
• Dental
• Vision
• Short-Term Disability (STD) & Long-Term Disability (LTD)
• Basic Life Insurance
• 401k Company Match, & Voluntary Products

Knowesis is committed to providing equal employment opportunities to reputed company individuals based on merit and qualifications. We prohibit discrimination in reputed company aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values reputed company applicants and employees and fosters a work environment where everyone is treated with respect and dignity. Apply tot his job Apply To this Job