Provide Tier 2 desktop support (telephone, deskside, remote) to users related to their hardware, network connectivity, operating systems, email, end user and business applications, printers, smart phones/mobile devices, and other standard end user managed tools, hardware, and peripherals. Provision and de-provision equipment and accounts in support of end user on- and off-boarding. Support system refreshes, image new computers using a standard-image, and securely wipe hard drives upon deprovisioning. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have advanced technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Required Experience

Qualifications:

·      Requires a high school diploma/GED and a minimum of five years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.

·      Requires advanced experience supporting standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), and Active Directory.

·      Must have experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.

·      Must have an understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.

·      ITSM ticketing system experience required, BMC Helix experience is preferred.

·      Must be able to lift up to 50 pounds.

·      Occasional travel outside of the DMV may be required.

·      Ability to communicate orally and in writing.

·      Must have a positive and patient customer service attitude.

·      Must be able to work independently and within a team in a fast-paced environment.

·      Must be able to attain agency suitability clearance prior to start date.

·      Experience supporting a mid-sized Federal agency enterprise is a plus.

·      Relevant certifications such as A+, ITIL 4, ACSP, and M365 are preferred, but not required.