Tier 1/ Tier 2 Helpdesk Tech - Washington, United States - SiloSmashers

SiloSmashers Washington, United States

3 weeks ago

Description

Job Description

BACKGROUND

SiloSmashers is looking for a System Engineer Level II to support a Tier 1 Help Desk for a federal client. This tier 1 support consists of basic troubleshooting and repair of workstations, peripherals, network cabling, applications, network operating system, email, telnet, remote access, workstation moves or new installations, new account creation and maintenance of the S&T networks. The System Engineer II supporting the Tier 1 help desk will create/respond to and diagnose the initial trouble ticket. If Tier 1 support cannot identify and resolve the problem within one hour, the trouble ticket will be escalated to Tier 2, or DHS OCIO, for appropriate resolution. The ideal candidate possesses an inherent interest in learning the latest technology and proven ability and the self-motivation to learn quickly and solve engineering problems collaboratively.

ROLE RESPONSIBILITIES:

Providing Tier 1 support for multiple domains with users locally and remotely with network and desktop hardware and software problems.
Supporting end-user applications and work in a multi-tier service desk as well as work with engineering, O&M, and software development teams to help reproduce and diagnose problems.
Responding to and diagnose problems through interactions with users (via phone, Teams and/or email) while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
Interacting with network services, systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.
Experience providing VIP-level in-person service
Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.
Preferably possess experience with using ServiceNow as a ticketing system
Possess and apply comprehensive knowledge across key tasks and high-impact assignments.
Populate a consolidated Knowledge Management solution to provide Tier I Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites.
Communicate and interface with customer and SiloSmashers Site Lead on issues and daily tasking.
Working with Active Directory and Exchange to create/modify/terminate accounts.
Troubleshooting workstations, printers, and other peripherals.
Image, install, and configure workstations and laptops
Preferably possess experience using MECM to image laptops and workstations.
Proven experience troubleshooting Windows 7, 10, Microsoft Office suite.
Troubleshoot Microsoft O365
Collaborate with the engineering teams to identify, respond, and resolve tickets in a timely manner.
Communicate issues and resolutions with team lead and Federal customers

SOFT SKILLS:

Customer-service oriented focus
Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications.
Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team.
Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons.
Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendors
Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomes
Flexibility and ability to swiftly adapt to a customer environment and positively integrate oneself
Strong analytical, problem-solving, and decision-making capabilities, with a data-driven mindset
Team player with the ability to work in a fast-paced environment with a continuous process improvement culture Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy
Sound business ethics, including the protection of proprietary and confidential information

POSITION REQUIREMENTS

Must be a U.S. Citizen
Ability to attain a DHS EOD
Excellent verbal and written communication skills
At least 10 years of related experience
Associate's Degree or 5+ years related experience (experience considered in lieu of degree)
Microsoft Certified Systems Administrator or Microsoft Certified Professional or equivalent certification
CompTIA A+ or Net+ or equivalent certification
Experience with ticketing systems such as ServiceNow.
Providing support to end-users spanning a variety of issues.
Identifying, researching, and resolving technical problems.

Pluses:

Active current DHS EOD
Currently supporting a DHS Component
Previous experience supporting a DHS Component
ONE or more of the following certifications:
- Microsoft Azure AZ900
- Amazon Cloud Practitioner
- CompTIA Security+

Job Posted by ApplicantPro

Sr. Helpdesk Tech Tier II

2 weeks ago

Volitiion IIT Washington, United States

Job Description · Job DescriptionPosition Title: Sr. Helpdesk Tech Tier II MFD Deployment Location: Onsite at 2401 Mill Road, Alexandria, VA 22314, 4100 Garden City Dr, Hyattsville, MD 20785, 300 7th St SW, Washington, DC 2002 · As an Sr. Helpdesk Technician Tier II MFD Deploymen ...
Tier 2 Helpdesk Lead CAB Manager for Tech Control

2 days ago

GCyber Arlington, United States

Job Description · Job DescriptionGCyber is actively seeking an experienced Tier 2 Helpdesk Lead CAB Manager for Tech Control to oversee and enhance our help desk operations within a dynamic DoD IT environment. This role involves managing day-to-day support functions, ensuring eff ...
Instructional Technologist

3 weeks ago

InsideHigherEd Washington, United States

Reporting to the Executive Director of Online and Distance Learning, we are seeking an Instructional Technologist who will support and manage relevant instructional technology resources in the design, development, and delivery of SAIS online courses. This position will also provi ...
Technical Support Tier 1-CONTRACT

3 weeks ago

Forrest Solutions Washington, United States

Job Description · Job DescriptionWe are currently in need of a IT Tier 1 for our client, a Financial Tech consulting firm, in the DC area, to assist in all practice areas on all IT issues and provide state-of-the-art technical solutions in support of computer and local area netwo ...
IT Specialist

3 weeks ago

PRESTIGE HEALTHCARE RESOURCES INC Washington, United States

Job Description · Job DescriptionOverview · Prestige Healthcare Resources Inc (PHRI) is seeking an experienced, pro-active, thoughtful team member who can make a substantial and valuable impact to the organization. We currently provide services to over 1,500 patients in two diff ...
Infrastructure Operations Manager

6 days ago

GCyber Arlington, United States

GCyber is hiring an experienced Infrastructure Operations Manager to oversee the operational management and maintenance of the cryptographic facilities of our high-visibility DOD client. The ideal candidate will have a robust background in technology control (Tech Control) facili ...
Infrastructure Operations Manager

2 days ago

GCyber Arlington, United States

Job Description · Job DescriptionGCyber is hiring an experienced Infrastructure Operations Manager to oversee the operational management and maintenance of the cryptographic facilities of our high-visibility DOD client. The ideal candidate will have a robust background in technol ...
Primary Technical Control Facility Lead

3 weeks ago

GCyber Arlington, United States

Job Description · Job DescriptionGCyber is actively seeking a seasoned Primary Technical Control Facility Lead to join our team. This critical role requires a dynamic leader capable of managing and operating advanced cryptographic facilities within a highly secure environment. Th ...
Primary Technical Control Facility Lead

2 weeks ago

TekSynap Arlington, United States

Responsibilities & Qualifications · RESPONSIBILITIES · * Responsible for overseeing the day-to-day operations of the Primary Technical Control Facility (PPTCF) and Pentagon Alternate Technical Control Facility (PATCF), ensuring the provision of state-of-the-art technical control ...
Help Desk Specialist

1 week ago

Piper Companies Arlington, United States

Zachary Piper Solutions is seeking a Help Desk Specialist to provide Tier II IT support on a 5-year DoD program in Arlington, VA. Onsite Work in Arlington, VA) : Shift : Monday-Friday: 7:00AM-4:00PM EST · MUST HAVE AN ACTIVE SECRET OR TS CLEARANCE · MUST HAVE A COMPTIA SECURITY ...
Helpdesk IT Asset Management

3 weeks ago

Volitiion IIT Washington, United States

Job Description · Job DescriptionPosition Title: Sr. Helpdesk Tech IT Asset Management Location: Onsite at 2401 Mill Road, Alexandria, VA 22314, 4100 Garden City Dr, Hyattsville, MD 20785, 300 7th St SW, Washington, DC 2002 · Responsibilities for Sr. IT Asset ManagementCoordinate ...
IT/AV Technician IT Part Time Contractual

2 weeks ago

CALL DAMION Washington, United States Part time

Job Description · Job DescriptionIT/AV Technician IT Support Services · CALL DAMION Technology Heroes is accepting applications for Part Time Contractual Information Technology, AV, CCTV, Access Control and IT/AV Tech Support Services positions. · Our IT/AV Tech Support Services ...
Purchasing Analyst

3 weeks ago

Changing Technologies, Inc. Washington, United States

**POSITION - Certified Peer Specialist**: · - **LOCATION - Washington, DC 20024, United States**: · - **CONTRACT LENGTH - 1 year Contract**: · - **PAY RATE - $50 /hr** · **Responsibilities for Sr. IT Asset Management** · - Coordinate with Inventory Team to process orders and chec ...
Helpdesk Specialist Journeyman

5 days ago

NextGen Solutions Corp Washington, United States

We are looking for a **Helpdesk Specialist Journeyman (Min 6-10 Yrs. Exp) 100% ONSITE (Webcam Interview)**. · **DIRECT CLIENT Position** · **Number of positions: 1** · **Length: 7-19 Months+** · **Work Address: Washington DC 20003** · **Immediate interviews - (Webcam Interview)** ...
Tech Support Coordinator, Tech Support Center

3 weeks ago

George Washington University Foggy Bottom, United States

**Posting Details**: · - I. JOB OVERVIEW**Job Description Summary**: · - GW Information Technology (GW IT) provides empowering tools and caring support for all members of The George Washington University (GW) community. We are focused on driving digital transformation and innovat ...
Desk Support Technicians

4 days ago

Delphi-US Hyattsville, United States

Title: Desk Support Technicians - Contract to Hire - Job #4090 · Location: 100% Onsite in Hyattsville MD 20782 · Job Description: · Our client is a highly regarded government contractor. They are performing a number of IT functions for a customer which is a branch of the govern ...
Infrastructure Operations Manager

1 week ago

Red River Arlington, United States

Job Summary: · The Infrastructure Operations Manager is responsible for the management and operation of cryptographic facilities, ensuring the maintenance of operational status and overseeing the use of Tech Control equipment. This role requires a high level of technical experti ...
Infrastructure Operations Manager

1 week ago

Red River Arlington, United States

Job Summary:The Infrastructure Operations Manager is responsible for the management and operation of cryptographic facilities, ensuring the maintenance of operational status and overseeing the use of Tech Control equipment. This role requires a high level of technical expertise, ...
Lead Operational Systems Engineer

4 weeks ago

Two Six Technologies Arlington, United States

At Two Six Technologies, we build, deploy, and implement innovative products that solve the world's most complex challenges today. Through unrivaled collaboration and unwavering trust, we push the boundaries of what's possible to empower our team and support our customers in buil ...
Lead Operational Systems Engineer

4 weeks ago

Two Six Technologies Arlington, United States

At Two Six Technologies, we build, deploy, and implement innovative products that solve the world's most complex challenges today. Through unrivaled collaboration and unwavering trust, we push the boundaries of what's possible to empower our team and support our customers in buil ...