Tier II Service Desk Specialist

Job Summary
AdaptiveStack Technologies is looking for a Tier II Service Desk Engineer to support the U.S. Department of the Treasury (USDT).

In this role, the Desktop Support Technician will provide a variety of specialized engineering services to support the delivery of IT Technical services to its customers. The IT services to be provided will require varying skill sets and subject-matter expertise, depending on task complexity. The IT environment is primarily a Microsoft (MS)/Intel-based and Apple Macintosh (MAC) OS distributed computing infrastructure, both server and desktop. Additionally, the IT environment utilized Microsoft Office applications, Active Directory (AD) Organizational Units (OU), basic networking protocols, network printers, in addition to multiple software applications such as Adobe suite, Blackboard, Microsoft SharePoint, Office 365, Visio, Project, Access, and Public Key Infrastructure (PKI). The primary function is to provide on-site Tier II technical support, including all tasks required for the administration and management of the existing Exchange/Office infrastructure.

Key Responsibilities:

• Quickly respond to end-user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs.
• Must be able to interact with customers, diagnose problems, and lead customers through the necessary steps to correct their issues.
• Helping the end user to navigate the privacy controls and overlays templates, fields, and resolve questions.
• Work with internal customers to document and strategize process improvements for current processes
• Continuously monitor the Ticket system for issues that require customer support, including topics on: MS Office, Adobe Professional, Public Key Infrastructure (PKI) related to MS Outlook, and Rights Management service (RMS) for MS Outlook/MS Office.
• Track and report project issues. Monitor progress and key milestones. Identify and mitigate risks and advise senior management about project opportunities and risks.
• Prepare MS Exchange/Office documentation, including quick references and training materials when applications are upgraded (estimated annually).
• Assist customers/employees with the integration of MS Office to MS SharePoint.
• Assist VBACO customers/employees with issues regarding the use of MS Office (Word, Excel, PowerPoint, Outlook, InfoPath, Publisher, and OneNote).
• Assist customers/employees with support for major implementations, including new software releases.
• Perform Active Directory (AD) account administration, including creation, modification, transferring, and deletion of AD accounts, as well as requesting creation/modification/deletion of Exchange mailboxes.

Knowledge and Abilities:

• Mobile Devices - Install and configure laptop hardware and components; install components within a laptop display; use appropriate laptop features; compare characteristics of mobile devices (tablets, smartphones, etc.); connect and configure accessories and ports; set up basic mobile network connectivity and app support; perform mobile device synchronization.
• Networking - Compare and contrast TCP and UDP ports, protocols, and their purposes; compare standard networking hardware devices; install and configure a basic wired/wireless SOHO network; compare wireless protocols; summarize services by networked hosts; explain network configuration concepts; compare Internet connection types, network types, and their features; and use appropriate networking tools.
• Hardware - Explain basic cable types, features, and their purposes; identify common connector types; install RAM, storage devices, motherboards, CPUs, and add-on cards; explain peripheral uses; summarize power supply types; select and configure components for custom PCs; install standard devices; configure SOHO multifunction devices/printers; and maintain print technologies.
• Virtualization and Cloud Computing - Compare and contrast cloud computing concepts, and set up and configure client-side virtualization
• Hardware/Network Troubleshooting - Use best practices to resolve problems, including troubleshooting motherboards, RAM, CPUs, power, hard drives, RAID arrays, video, projectors, displays, mobile devices, printers, and network issues.
• Operating Systems - Compare and contrast OS types, features of Windows versions, and installation considerations. Use command-line tools, OS features, and Control Panel utilities to configure Windows networking. Summarize app installation/configuration and utilize tools for Mac OS and Linux desktops.
• Security - Summarize the importance of physical security; explain logical security; compare wireless protocols and authentication; detect, remove, and prevent malware; contrast social engineering, threats, and vulnerabilities; differentiate basic Windows security settings; implement best practices for workstation security; secure mobile devices; and configure security on SOHO wireless and wired networks.
• Software Troubleshooting - Troubleshoot Windows OS, PC security, malware removal, and mobile OS and app security issues.
• Operational Procedures - Compare and contrast best practices for documentation; implement basic change management, disaster prevention, and recovery methods; explain safety procedures, environmental impacts, and controls; address prohibited content, privacy, licensing, and policies; use proper communication and professionalism; identify scripting basics; use remote access technologies.

Required Skills:

• An A.A. or 2-year degree from technical school. Five years of additional relevant experience may be substituted for education.
• Helpdesk / ServiceDesk
• Windows 10 and 11, Office 365, and MS Office suite.
• Experience with ticketing systems such as ServiceNow
• MS Exchange / Active Directory (AD)
• On-site deskside customer support
• Support project requirements, scope, and change management issues.
• Ability to adapt well to diverse environments.
• Ability to communicate clearly with all levels in an organization.
• Detail-oriented with strong analytical, organizational skills, and written and verbal communication skills.
• Excellent interpersonal skills and ability to work collaboratively in a dynamic team environment.
• Ability to obtain and maintain a public trust clearance.
• Preferred certifications include CompTIA A , Network , MCSA, CCNA
• Must possess and maintain a valid driver’s license and a satisfactory driving record

Preferred Skills:

• Microsoft Certified Solutions Associate (MCSA) Windows 10 and 11 or Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Apple Certified Support Professional (ACSP); macOS Mojave 10.14.6 or higher.
• Experience supporting the U.S. Department of the Treasury (USDT)
• Holds an active Security Clearance
• Experience supporting Federal clients
• Preference will be given to those individuals whose primary residency is in a qualified HUBZone (http://map.sba.gov/hubzone/maps/)

Equal Opportunity Employer (EOE):

AdaptiveStack Technologies provides equal employment opportunity without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a disabled veteran, recently separated veteran, Armed Forces Service Medal veteran, or other protected veteran, marital status, familial status, age, handicap or disability, genetic predisposition or carrier status, uniformed service status or any other characteristic protected by applicable law.

Job Type: Full-time

Pay: $28.00 - $30.00 per hour

Expected hours: 40 per week

Application Question(s):

• Will you be available to work weekends and holidays?

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Office: 3 years (Required)
• Technical Support: 3 years (Required)
• Desktop Support: 3 years (Required)
• ServiceNow: 1 year (Preferred)

Security clearance:

• Confidential (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Preferred)

Ability to Commute:

• Washington, DC 20219 (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in Washington, DC 20219

Salary : $28 - $30