Tier II Helpdesk/Technical Support Specialist

Description:

Business Operational Concepts (BOC) is a recognized leader in providing Technical and Program Management Services, Information Technology, and Support.

BOC has enabled their Government and Commercial clients to achieve their organizational initiatives through the application of high quality, innovative, and cost-effective professional services and solutions. We provide a positive working environment, with opportunities for advancement in our growing Federal sector workforce.

We offer an excellent compensation package which includes a generous salary, insurance (medical, dental, etc.), paid leave, 401k plan and more. We are committed to the diversity we bring to the marketplace and believe customer satisfaction comes first.

JOB SUMMARY:

• Business Operational Concepts (BOC) is currently seeking a Tier II Helpdesk/Technical Support Specialist to work with our government client. This is a full-time position in which the ideal candidate will work with other Helpdesk team members to provide Desktop Support services to the government user community.
  
  

DUTIES AND RESPONSIBILITIES:

• Provide Desktop Support services to the government user community.
• Respond to IT incidents and requests that have been assigned or escalated by Tier 1.
• Interface with and create tickets for customers while working directly with them in an office environment or over the phone.
• Maintain work logs in a clear and professional manner
• Manage customer relationships from reported incident through resolution.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Assist in developing and implementing permanent resolutions to reoccurring problems
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
• High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.
• High-level knowledge of Office 2010 , especially, Word, Excel and Outlook.
• Deploy hardware and software
• Escalate tickets to Tier 3 Technicians/Support Groups in the event that an incident or request cannot be resolved at the Tier 2 level.
• Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
• Assist in the asset management process
• Create and/or revise Standard Operating Procedures (SOP).
• Adhere to all client policies and procedures.
• Assist with evaluating/testing/recommending new technologies for the agency.
• Provide support to Tier 1 queues per Surge Plan Procedures.
  
  

Requirements:

QUALIFICATIONS:

Required (Minimum) Qualifications Education, Certification, Experience, And Skills

• 1-2 years experience in technical Help Desk environment.
• 1-2 years experience working within an Active Directory environment
• 1-2 years experience in troubleshooting issues with a modern Windows operating system
• 1-2 years experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
• 1-2 years experience with the following: Internet Explorer, VPN, 2 Factor Authentication
• Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
• Experience with hardware components such as hard drives, power supplies, and motherboards.
• Ability to support the following:
• Lenovo customer equipment
• MS Windows 7 or 10
• MS Office 2010 or higher
• Standalone, networked and Multi-Functional Device printers
• Cisco telephones
• Smartphones (iPhone and Android)
• Remote access technology including: DirectAccess, VMWare, VPN, etc.
• AirWatch or equivalent mobile device management
• System Center
• As well as:
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Strong technical aptitude including excellent troubleshooting skills.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience.
  
  

Preferred Qualifications Education, Certification, Experience, Skills, Knowledge, And Abilities

• Experience maintaining inventory of hardware and communicating with upper management when needed
• Experience performing inventory exercises/audits
• Experience in tracking assets through their lifespan
• Ability to provide event Support (A/V, Skype, Recording)
• Experience in providing technical support and onsite assistance for events
• Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client
• Experience resolving issues for mission-critical staff members (VIPs)
• Experience with Mersive/Solstice
  
  

CLEARANCE REQUIREMENTS:

Public Trust or the ability to obtain and maintain a Public Trust clearance. (Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.)