Service Desk Technician Tier I/II - Washington, United States - Gridiron IT

Gridiron IT Washington, United States

3 weeks ago

Description

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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