Description

Performs day-to-day activities required to provide Tier 2 and Tier 3 support to end users, to include, move/add/change of end user equipment, software install and upgrades, and general troubleshooting and problem resolution. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Updates status of queued service requests with the IT service management system.

Job Responsibilities

• Provides Tier 2 deskside and remote end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.

• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.

• Perform repairs on Apple computer and iOS hardware and software.

• May be assigned to assist in leading small projects and team efforts.

• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.

• Familiarity with ServiceNow; provide updates in ITSM system to document problem resolution progress and meet SLAs.

• Escalates complex problems to upper-level deskside engineers.

• Escalation point for Junior and Mid-level desk side engineers.

• Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.

• Updates status of queued service requests with the IT service management system.

• The support will range from simple to complex system issues and may include VIP support requirements.

• Troubleshoots complex issues.

• Installation and configuration of new machines in a Windows environment.

• Provide Remote Tool Support.

• Conference Room / VTC Setups.

Qualifications

• Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.

• Need to be able to work independently and as part of a team.

• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting.

• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration.

• Understanding of the MAC OS Imaging process using JAMF preferred but not required.

• Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed.

• Must possess a High School Diploma; may be substituted with 6 additional years of related experience.

• HDI Technical Support Professional required within six (6) months of employment.

• Certifications desirable but not required include A+, Net+, Secure+.

• The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.

• Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes.

• Remote and Deskside Experience troubleshooting hardware and software issues.

• Troubleshooting Microsoft Windows with latest Windows OS.

• Familiarity with MAC OS.

• Must be reliable and have independent transportation. Travel to various field sites is required, and reliable and independent transportation will be needed.

• Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.

• Smart cards / PIV cards (general knowledge).

• Experience with Office 365, Google Workspace for Enterprise, VPN, Active Directory, Thin Client.

Experience Level

Expert Level

This is a Contract to Hire position based out of Washington, DC.

The pay range for this position is $30.00 - $37.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth pos