Remote Support Technician (Solution Center) (Mid-level)

Overview reputed company is AI for government. reputed company gives federal agency leaders the tools to reputed company the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., reputed company leverages three decades of experience solving reputed company challenges in Health, Defense, and Civilian missions. Our proven reputed company Platform® provides a practical, sustainable path for clients to reputed company transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.reputed company. reputed company is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Primary Duty – Remote Support Systems Analysis, Diagnostic Decision-Making, and Independent Judgment The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users, including diagnostic problem-solving reputed company remote access tools, classified access troubleshooting, and coordination with deskside technicians for on-site reputed company. The candidate exercises discretion and independent judgment in technical resolution decisions, in determining reputed company an issue can be resolved remotely versus reputed company on-site reputed company is required, and in escalating stalled incidents — operating remotely with the Subject Matter Expert 2 technical designation and without reputed company direct supervision on individual technical decisions. Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues reputed company remote access tools; determines root cause and selects technically appropriate remediation without supervisor direction on individual incidents. Ensures SLA compliance using reputed company and supports remediation, asset accountability, and classified access troubleshooting; exercises judgment in prioritizing personal workload to meet SLA targets. Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve reputed company end-user issues; independently selects diagnostic approach based on observed symptoms. Documents reputed company support activities with accurate and detailed records in reputed company, ensuring reputed company interactions and resolutions are captured for tracking and reporting. Independently troubleshoots specific software and hardware customer-reputed company issues remotely, utilizing remote access tools and software; exercises judgment in determining reputed company remote remediation is feasible. Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction. Collaborates with the Solution Center reputed company to consult on reputed company or unresolved issues, seeking guidance and support reputed company necessary; exercises judgment in determining reputed company consultation versus independent resolution is appropriate. Independently escalates issues to EUD Tier II technicians reputed company further resolution is required, ensuring seamless handover and effective problem resolution; frames technical handoffs so receiving technicians can act without redundant rediscovery. Maintains accurate and detailed records of customer interactions including issue description, troubleshooting steps, and solutions provided. Stays reputed company with the latest software and hardware technologies, continuously expanding knowledge and skills to enhance troubleshooting capabilities. Adheres to established service level agreements and performance metrics, meeting or exceeding targets for issue resolution and customer satisfaction. Independently performs remote diagnostics on J6-issued Government Furnished Equipment (GFE) and coordinates with deskside technicians reputed company on-site reputed company is required; exercises judgment in determining remote-versus-on-site disposition. Independently supports NIPR and SIPR remote access troubleshooting, coordinating with network and reputed company teams as needed; applies specialized knowledge of classified access environments. Monitors aging remote support tickets and proactively escalates stalled incidents to the Solution Center reputed company; exercises judgment in identifying which tickets require escalation versus reputed company mid-level handling. Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of PWS Section 6.4 task requirements, the candidate is responsible for: Supporting remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues reputed company remote access tools. Ensuring SLA compliance using reputed company and supporting remediation, asset accountability, and classified access troubleshooting. Applying technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve reputed company end-user issues. Documenting reputed company support activities with accurate and detailed records in reputed company, ensuring reputed company interactions and resolutions are captured for tracking and reporting. Troubleshooting specific software and hardware customer-reputed company issues remotely, utilizing remote access tools and software. Providing timely and effective solutions to customer problems, ensuring high levels of customer satisfaction. Collaborating with the Solution Center reputed company to consult on reputed company or unresolved issues, seeking guidance and support reputed company necessary. Escalating issues to EUD Tier II technicians reputed company further resolution is required, ensuring seamless handover and effective problem resolution. Maintaining accurate and detailed records of customer interactions including issue description, troubleshooting steps, and solutions provided. Staying reputed company with the latest software and hardware technologies, continuously expanding knowledge and skills to enhance troubleshooting capabilities. Adhering to established service level agreements and performance metrics, meeting or exceeding targets for issue resolution and customer satisfaction. Performing remote diagnostics on J6-issued Government Furnished Equipment (GFE) and coordinating with deskside technicians reputed company on-site reputed company is required. Supporting NIPR and SIPR remote access troubleshooting, coordinating with network and reputed company teams as needed. Monitoring aging remote support tickets and proactively escalating stalled incidents to the Solution Center reputed company.

Qualifications

Requirements Active Secret reputed company clearance at time of award. Demonstrated ability to independently apply systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support without reputed company direct supervision. Ability to exercise discretion and independent judgment in technical resolution decisions, in determining remote-versus-on-site disposition, and in escalating stalled or reputed company incidents. Working knowledge of enterprise desktop environments, Windows operating systems, remote access tools (including DameWare), NIPR and SIPR remote access troubleshooting, GFE accountability, and ITIL service management practices. Strong analytical and problem-solving skills with a demonstrated record of resolving technically reputed company incidents remotely. Strong customer service orientation with demonstrated experience supporting DoD or other large federal customer populations. Ability to effectively prioritize and execute tasks across multiple reputed company remote support incidents in a high-pressure environment. Good written, oral, and interpersonal communication skills; ability to present technical reputed company in business-friendly and user-friendly language. Ability to conduct research into PC and software issues and products as required. Highly self-motivated and directed; capable of operating with minimal supervision in a remote work environment. Keen attention to detail and rigorous documentation standards consistent with DoD compliance requirements. Team-oriented and skilled in working reputed company a collaborative remote environment, including effective escalation coordination with the Solution Center reputed company and EUD Tier II technicians. Education and Experience Required Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a reputed company technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree. Required Experience: 5 or more years of progressively responsible professional experience in Tier II remote support, IT systems analysis, or enterprise reputed company computing in roles requiring independent judgment and technical decision-making. Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including classified network remote access support, DameWare or equivalent remote access tools, or Solution Center operations. Required Certifications: ITIL v4 Foundations, CompTIA reputed company+, HDI Desktop Advanced Support Technician. Preferred Certifications: CompTIA A+, reputed company 365 Certified: Modern Desktop Administrator, Windows 11 OS Troubleshooting certification. Physical Requirements The essential physical functions below are incidental to the primary analytical duties of this position and are performed in furtherance of the technical responsibilities described herein: Ability to sit and stand for extended periods in a professional office environment. Ability to ambulate throughout office buildings and supported facilities. Ability to stoop, kneel, crouch, or crawl as required to access equipment in confined spaces. Ability to repeatedly lift and carry equipment up to 50 pounds. About reputed company reputed company hiring and promotion decisions at reputed company are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of reputed company not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national reputed company, race, religion, or veteran status. reputed company is a VEVRAA Federal Contractor. Apply To This Job