Tier Two Help Desk System Technician

SiloSmashers, Inc. is a leading management and IT consulting firm, serving as a trusted advisor and solutions partner to a diverse range of government, business, and not-for-profit organizations. Applying proven expertise and methodologies, we help our customers align and mobilize every aspect of their operations, strengths, and resources to achieve Peak Performance and increased business value today and through the years ahead.

Position Overview

SiloSmashers is hiring for a ​Tier 2 Help Desk System Technician​ to support a multi-tier service desk with a federal client. This help desk support consists of troubleshooting and repair of workstations, peripherals, applications, operating system, email, remote access, workstation moves or new installations, new account creation, and maintenance of networks. The ​Tier 2 Help Desk System Technician​ supporting the multi-tier service desk will create/respond to and diagnose the initial trouble ticket. The ideal candidate possesses an inherent interest in learning the latest technology and a proven ability to learn quickly and solve engineering problems collaboratively.

Key Responsibilities

• Provide support for multiple domains with users locally and remotely with network and desktop hardware and software problems. 

• Collaborate with engineering teams to identify, respond, and resolve tickets in a timely manner. 

• Diagnose and respond to problems through interactions with users (via phone, Teams, and/or email), while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps. 

• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems. 

• Support end-user applications and work with engineering, O&M, and software development teams to help reproduce and diagnose problems. 

• Interact with network services, systems engineering, and/or applications development Leads to restore service and/or identify and correct core problems. 

• Populate a consolidated Knowledge Management solution to provide Tier I Self Service Portal to user populations and provide a centralized knowledge repository for assigned application suites.  

• Work with Active Directory and Exchange to create/modify/terminate accounts. 

• Image, install, and configure workstations and laptops. Troubleshoot issues with workstations, printers, and other peripherals.

• Troubleshoot issues with Microsoft O365.

• Communicate and interface with customers and SiloSmashers' Site Lead on issues and daily tasking. 

Preferred Skills

• Experience using MECM to image laptops and workstations. 

• Experience troubleshooting Windows 7, 10, Microsoft Office suite. 

• Experience using ServiceNow as a ticketing system. 

• Team player with the ability to work in a fast-paced environment with a continuous process-improvement culture.

• Experience collaborating with cross-functional teams across an organization to ensure the integration and compatibility of network solutions with other IT systems and applications. 

• Strong analytical, decision-making, and problem-solving capabilities, with a collaborative, solutions-oriented approach to applying expertise across complex tasks and high-impact assignments in support of mission objectives.

• Customer-service oriented focus; experience providing VIP-level in-person service. Proven ability to interact skillfully and diplomatically with numerous stakeholders, including contract personnel, government representatives, and vendors. 

• Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical personnel.  

• Sound business ethics, including the protection of proprietary and confidential information. Outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy.   

Qualifications & Requirements

• Must be a U.S. Citizen. 

• Ability to obtain and maintain a Public Trust clearance.

• Five (5) or more years of relevant experience or an associate's degree or higher.

• Must hold and maintain a CompTIA A or Network certification (CompTIA Security also acceptable).

• Experience maintaining IT equipment and services, including troubleshooting and fixing IT desktop and Microsoft Windows operating system issues.

• Experience supporting Microsoft enterprise environment involving the understanding of software such as Active Directory, DHCP, DNS, and file and print servers.

• This position is 100% onsite and requires regular, daily physical attendance.