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Help Desk Tier II With Security Clearance

Quadrant

Posted on: 25 Mar 2024

Job Location: Fort Belvoir, US

Job Description:

Help Desk - Tier II
Fort Belvoir, VA Must:
Secret clearance required
Experienced Tier II Help Desk/ Desktop Support Admin
3 years of experiencing with the following
Experience using the Remedy Ticketing system (ARS).
Must have excellent communication skills (oral and writing).
May interact with the government customer and senior government leadership leaders at the highest levels, prefer those who have experience and skills in this area
Experience providing Tier 1 desktop technical support
Experience with Windows 10 Operating Systems and Office 2013
Experience working with virtual infrastructure (i.e. VMWare) required, desired
Experience managing Microsoft Active Directory to include implementation of GPOs to support the implementation of STIG settings on file and print services, DNS, Domain Controllers and application servers, desired
Experience with Microsoft SCCM and perform imaging of desktop machines
CompTIA Security+ CE required Duties:
Provide technical support including client hardware and software support
Respond to customer trouble requests and problem calls received by telephone, email, or generated from the Remedy ticketing system
Resolve customer issues using automated remote control software or other remote tools where possible.
Provide support to individuals at users workstations and docking stations with direct hands-on troubleshooting and repair services for both hardware and software issues.
Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 10 OS, Office 2013 and other authorized desktop applications and peripheral equipment.
Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties.
Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network.
Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral

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