The Tier II Helpdesk Technician perform Help Desk Services, for computer Desktop, Laptop, and peripheral equipment, i.e. Printers, scanners, faxes, keyboards, mouse, HD, CDROM, Operating Systems, and software application installation and maintenance support.

Education and Experience:

• (Preferred) Bachelor’s Degree

• 1 to 2 Years of experience

• Security CE (or appropriate DoDM 8570 Baseline Certification)

• IAT Level II certification is required before start

• Public Trust Clearance – Tier 3

Responsibilities:

• Create/Maintain computer tickets for all Help Desk calls, using the Global Service Center (GSC) Desk ServiceNOW software.

• Forward tickets in accordance with NMRTC Functional Database (available on ITD SharePoint site) established Tier 1 Standard Operation Procedures (SOPs).

• Deactivate user accounts, clear employee record(s) from organization unit in Active Directory, and collect all Government equipment as applicable.

• Perform delegated functions in Active Directory including creation of accounts and management of security and global distribution memberships.

• Troubleshoot network connectivity (i.e. PING the network devices).

• Perform Remote Desktop access, to resolve user issues.

• Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software.

• Desktop and laptop troubleshooting to include problems affecting hardware and OS.

• Prior to replacing defective computer equipment and processing for warranty, check computer equipment for software or hardware outside of standard configuration and report to Systems Management Group (SMG).

• Deploy network printers and maintain functionality.

• Relocate or install new user equipment due to moves, office renovation, or construction and conduct IT equipment inventories and update associated databases.

• Accurately report completed trouble-tickets into Global Service Center (GSC) Desk ServiceNOW software.

Knowledge and Skills:

• Excellent verbal and written communication skills

• Ability to organize and facilitate planning and demonstrations