The Opportunity: IntePros Federal is seeking an energetic, team-oriented Tier II Service Desk Technician in support of our federal government customer. Clearance: Required: Top Secret
Preferred: DOE Q
Locations: Las Vegas, NV
Responsibilities: The Tier II Technician will support the Office of the Chief Information Officer to provide Windows desktop system administration, support and services for PCoIP remote workstations in a secure, controlled environment. Will also provide software/technical support to resolve desktop application and network connectivity issues. Also responsible for documenting technical and operating procedures Additional responsibilities include: Respond to incoming calls, tickets, walk ins, and emails to provide desktop support and Windows systems support in a production environment.
Support Hours are 7am - 6pm M-Th and 7am - 4:30 pm Fridays, after hours, weekend and escort duties will be required on an as needed basis.
Provides resolutions for hardware and software problems.
Refers other problems (e.g. networking) to the appropriate organizations.
Tracks status of all problems within the environment through resolution.
Documents special procedures required for continuous operations of systems.
Reviews monitoring logs for problem identification and suggested resolutions.
Installs and configures new hardware components for operations in classified network environment, to include network printers and other media devices.
Ensures security requirements and standards are met.
Interfaces with customers as necessary to support their operational environment.
Schedules maintenance and services activities
Plans, conducts, and reports tests with appropriate government staff.
Develops and maintains detailed and accurate documentation as requested by the Client Service team lead.
Documentation may be required for operational procedures, troubleshooting aids, and technical analyses for products, features, and capabilities.
Uses management tools for work request ticket management to respond to and document work efforts requested by customers.
Maintains running inventory of equipment on SharePoint and/or ServiceNow.
Be available for after-hours and weekend support as required for scheduled maintenance and incident response. Qualifications: At least 3 years of experience providing IT support to users at multiple locations (by phone/remote and onsite visits)
At least 2 years of experience with:
Administration of Windows 10 in a domain-connected environments
Support and administration of Microsoft software (such as Active Directory, Exchange, Office 2013/2016)
At least one year of experience with:
Remedy or ServiceNow
SharePoint-contribute or design level access.
Understanding of basic networking concepts
Ability to work cooperatively and to function well in a team environment.
Excellent verbal and written communication skill to be able to ascertain user requirements and prepare documentation.
Excellent customer interface skills. Certifications: Preferred: PostgreSQL Certified Professional Who We Are: IntePros Federal, is a Service-Disabled, Veteran Owned, Small Business (SDVOSB), headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies. We specialize in the areas of IT solutions, application development, program management, systems integration, and cybersecurity services. We believe our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community. Join Us!! EEO (Equal Employment Opportunity) Commitment: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. Equal Opportunity Employer/Veterans/Disabled