Job description
Responsibilities & Qualifications:
This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VM’s, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment. Additional responsibilities will be assigned as deemed necessary and will include support requirements that may not be listed below.
TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
WORK AUTHORIZATION/SECURITY CLEARANCE
OTHER DUTIES
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.
RESPONSIBILITIES
- Provide a high-level of customer service to all customers including effective communication.
- Resolve issues for desktop and laptop incidents and requests in a timely manner.
- Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.
- Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc.
- Effectively document the resolution process and mentor Service Desk personnel.
- Contribute to departmental policies and procedures related to troubleshooting.
- Demonstrate a thorough understanding of departmental policies and procedures.
- Work with system and application owners to remediate reoccurring issues.
- Ability to troubleshoot virtualized environments and make recommendations for improved performance.
- Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager.
- Support Windows 10, Mac OS, iOS, and Android.
- Provide IT support relating to technical issues involving Microsoft core business applications and operating systems.
- Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment.
- Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees.
- Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.
- Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed.
- Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates.
REQUIRED QUALIFICATIONS
- Must have min. of 8 years’ experience with Windows 10 and in Active Directory Environment.
- Must have 5+ years of experience in computer systems or IT support, with technical proficiency in MAC OS, tools and productivity office suites.
- Advanced level experience in MAC/PC hybrid environments including mobile devices.
- Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS.
- Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems
- Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.
- Experience in working on a Service Desk teams supporting IT services.
- Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.
- Must have min. of 1-year experience with JAMF (SCM platform) and SCCM/PXE for Windows.
- Strong critical thinking skills that facilitate expedient problem solving.
- Strong communication skills.
- Monitor Tier 2 ticket resolution to ensure defined SLA's met
- Update tickets with the latest status
- Escalate the ticket to the correct group if the incident can’t be resolved.
- Willing to work additional hours and/or perform additional tasks (including general office work) as needed.
- Willing to participate in a one week on-call rotation requiring a high level of availability after hours and on the weekend.
- Excellent Customer Service
- Requires onsite training for initial 60 days; Monday – Friday 8am – 5pm, after training is completed, a manager's assesment is completed and the posture transitions to alternate 1 week onsite and 1 week remote.
- Must be able to pass Public Trust background check.
- Must be a U.S Citizen
EXPERIENCE LEVEL
- Prior Help Desk experience (5 years)
- Experience working with computers and operating systems.
- Experience with trouble ticketing system—currently using Service Manager
- Thorough knowledge of desktop and business/technical support systems.
- Technical certifications (Required)
- Technical Degree preferred. (Additional 5 years relevant experience in lieu of a degree is acceptable).
- Authorized MAC certification is also preferred.
CERTIFICATIONS (Minimum of 1 is required)
- MCSA
- MCSE
- ACSP
- ACMT
We are seeking a Tier II Deskside/Help Desk Technician to join our team supporting the Senate ITSC in Washington, DC.
This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VM’s, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment. Additional responsibilities will be assigned as deemed necessary and will include support requirements that may not be listed below.
TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at www.TekSynap.com.
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.
By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".
Additional Job Information:
COMPETENCIES
- Establish Focus
- Change Management
- Develop Others
- Oral Communication
- Written Communication
- Interpersonal Awareness
- Build Relationships
- Analytical Thinking
- Conceptual Thinking
- Strategic Thinking
- Technical Expertise
- Initiative
- Foster Innovation
- Results Oriented
- Teamwork
- Customer Service
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Location: Washington, DC - Requires onsite training for initial 60 days; Monday – Friday 8am – 5pm, after training is completed, a manager's assesment is completed and the posture transitions to alternate 1 week onsite and 1 week remote.
- Type of environment: Office
- Noise level: medium
- Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
- Amount of Travel: Less than 10%
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
WORK AUTHORIZATION/SECURITY CLEARANCE
Must be a U.S. Citizen
Must be able to pass Public Trust background Check
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.
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