ActioNet, Inc Tier II Desktop Support in Silver Spring, Maryland
ActioNet has an immediate opportunity for a Tier II Desktop Support p osition requiring a Public Trust Clearance located in Silver Spring , MD . Are you ready to join our great team? You would be responsible for providing in-person support for NOAA staff including direct interaction with the Executive staff (CIO, ACIO, etc.) and management. You will be the SME for your site performing Tier II functions in coordination with the ITSS Project Manager and the Infrastructure team.
The Tier II Desktop Support will be part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. This role is responsible for providing support for approximately 900 end users on a variety of issues. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email and personnel requests for technical support in a timely manner, document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives ensuring customer satisfaction while providing service and support for all customer service incidents and requests. Must be available for 7am – 4pm. Core hours are 7am – 6pm Monday – Friday.
What is in it for you ?
You will be stepping into an established IT support environment where you can leverage your expertise in Tier II – raising the bar in IT Service Delivery excellence.
You will take on a high-level support role, enhancing your toolbox of skills in areas such as Email Management and AD Account Management.
Duties and Responsibilities
Be responsive and decisive when responding to customer requests, incidents, and requirements
Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology support at the Germantown location
Ability to multi-task projects and daily operations while providing regular status updates to management
Be involved in implementation of managed SCCM pushes, updates, and patches on NOAA systems
Provide technical guidance and input to other teams as needed
Image, test, and deploy computers for new requests and break/fixes
Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues
Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II
Provide IT support for remote customers using government-approved remote support tools
Possess a strong working knowledge of Service Now or equivalent ticketing systems
Perform account management in Active Directory and Mail Administration
Be knowledgeable with Microsoft Windows 7 and 10 Operating Systems, MS Office Applications, Google Mail, and Google Applications
Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates
Knowledge of McAfee ePolicy Orchestrator, SCCM, and computer imaging
Remediate systems with identified vulnerabilities in coordination with the ISSO
Prioritize and execute tasks in a high-pressure and fast-paced environment
Basic Qualifications :
US Citizen required
At least 5 years of Tier II onsite and remote support experience in a medium to large networked environment
Familiarity with Windows OS imaging using Ghost/SCCM and other tools
Works independently and within the framework of a team with minimum assistance
Must have prior experience working as a contractor for a government agency
Some project management experience is a plus
MCSE, MCP or A+ certifications preferred
ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
ActioNet is an Equal Opportunity/Affirmative Action employer
All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. ActioNet’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.
The ActioNet Career Center is accessible to any and all users. If you would like to contact us regarding the accessibility of this portal or you need assistance completing the application process, please contact Jonathan Dobles, Technical Recruiter, at 703-204-0090 ext 195 or JDobles@ActioNet.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.