Tier II Service Desk Technician

Responsibilities & Qualifications

RESPONSIBILITIES

 

End-User Support

• Provide end user support services for hardware and software.
• Implement Tier 0 self-service capability for user password resets, frequently asked questions (FAQs), and web-based entry for other requests and incidents.
• Process request, incidents, and problems per defined Service Level Agreements (SLAs).
• Provide support for technology enhancements.
• Manage, monitor, track, and resolve all support request tickets and provide daily updates.
• Provide a service desk call center support from 0600 – 1800 Monday – Friday.
• Serve as the Tier 1 and Tier 2 point of contact for the Commission’s users’ IT needs via phone, email, and walk-up.
• Maintain a searchable knowledge base of support information.
• Maintain a service catalog and self-service software request system.
• Provide user support via remote connectivity.
• Provide basic incident evaluation, fault isolation, analysis, and troubleshooting, and resolution of issues, or escalate if required.
• Develop All Hands communications for network services status, planned outages, etc,
• Provide file access management and restore of lost or damaged files.
• Create and maintain standard operating procedures (SOPs) for end users and end user support.
• Experience in desktop application management, programming languages, common operating systems, software proficiency, technical writing, and data analysis.
• Maintain the asset inventory database, perform automated and manual audits.
• Provide hardware and software inventory management.

Account and Identity Management

• Provide full account lifecycle management using Microsoft Active Directory Domain Services.
• Ensure user and computer account attributes and directory information is up to date.

Endpoint Management and Support

• Ensure stock of imagined devices are ready for rapid deployment.
• Maintain a standard workstation baseline configuration image per approved USITC secure configuration standards.
• Ensure workstation deployments follow a defined checklist prior to production deployment ensuring systems are fully patched, anti-virus software and System Center Configuration Manager (SCCM) software are installed.
• Use remote diagnosis and tools to resolve incidents.
• Provide technical support for client endpoints: incident analysis, fault isolation troubleshooting, and remedial/restoration actions after escalation to resolve tickets.
• Maintain and enforce a software whitelist containing approved software titles and versions.
• Resolve basic issues to printers, copiers, faxes, and multifunction devices.
• Coordinate with external contractors for assets under warranty.
• Perform software installations using automated remote deployment mechanisms.
• Provide software/application training as needed.
• Provide support for Mobile Device Management (MDM) software.
• Provide support for Unified Communications as a Service (UCaaS) devices.

Vulnerability Management

• Subscribe to and monitor for patch releases for all items on the software whitelist.
• Provide vulnerability resolution and remediation services for the operating system and applications installed on client endpoint devices.
• Provide Microsoft desktop whitelisting support for all USITC software.
• Maintain approved software for desktops, ticketing solution, printers.
• Ensure software is patched to current levels before deployment.
• Provide virus scanning and remediation services for client endpoints.
• Ensure endpoint devices and network printers are fully patched and that anti-virus software is up to date.

 

REQUIRED QUALIFICATIONS

• Active Secret Clearance
• 4+ years of experience in a Tier 2 or equivalent technical support role.
• Proficient in using ServiceNow for incident and problem management.
• Strong analytical and critical thinking skills
• Excellent verbal and written communication skills
• High school diploma
• Proficiency with word processing, spreadsheets, databases, and other Office Suite applications
• US Citizen
• Preferred:
  • ITIL Foundation knowledge (certification preferred).
  • Experience with automated patch management tools.
  • Basic scripting or programming skills.
  • Technical certification, or HDI Certification

Overview

We are seeking a Tier II Service Desk Technician to join our team supporting US International Trade Commission's Information Technology Service Desk Support Services contract. The contract provides a