- You will serve as the customers primary point of contact and escalation point for incidents and service requests.
- You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance.
- Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels.
- ?3-5 years of Windows PC technical support experience required including Tier 2/3 level support ?
- Must be a United States Citizen and eligible to obtain a Public Trust
- Ability to work in a fast-paced, team environment supporting 1000+ end-users
- Strong interpersonal and customer service skills
- Proficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and Teams
- Experience supporting customer remote access via VPN and Citrix
- Working knowledge of Active Directory, GPOs, and local machine policies
- Working knowledge of McAfee/ePO and BitLocker
- Experience supporting user account information including rights, security, and systems groups
- Experience supporting mobile devices such as iPhones and iPads
- Energy and passion to create new solutions and drive positive change
- Strong analytical and problem-solving skills and ability to troubleshoot problems quickly
- Experience in a Service Level Agreement (SLA)-driven environment
- Commitment to and compliance with the organization's policies and procedures
- Experience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledge base format
- Ability to work effectively with little supervision in cross-functional teams
- Experience providing support to a large (>1000) community of Windows PC users
- Previous experience working in a scientific research environment
- Experience supporting both Windows and Mac platforms is a plus
- Relevant certifications including MCTS, MCSA Windows 10, MCSA Windows 7, A+ or Network +, ITIL Foundations are a plus
- College-level course work in computer science-related area is a plus
-
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Tier II Windows PC Technician - Durham, United States - Tantus Technologies
Description
Overview:
In anticipation of a contract award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Service Desk Technician to provide expert, quick, collaborative, and professional Tier 2/3 technical support to scientists and administrative staff in an active environmental health research setting???.
What You'll Do:
