Tier 2 Help Desk Support Technician

THE HIGH LEVEL

Iron Bow Technologies has an immediate need for an experienced Help Desk Support Technician interested in a permanent Tier 2 Help Desk opportunity in Washington, DC.The selected candidate will be responsible for analyzing and identifying user issue(s), resolving issue or properly escalating incidents to the appropriate resource for prompt resolution.

WHAT YOU'LL BE DOING

• Provide systems support to users for support tickets that come in from the general public not internal US Government (EEOC) personnel.
• Provide support for directly-assigned or escalated Helpdesk support to include: review and validate that the problem requires escalation to Portal team, begin troubleshooting of the reported problem, and determine if the problem is one-of-a-kind in nature or is potentially system-wide
• Classify and provide analysis of the problem as it relates to prior tickets or previous trouble tickets
• Refer tickets not resolved within SOP time parameters, with an escalation to Tier 3 or other EEOC organization.
• Recommend whether on-site government assistance is needed, based on a Priority 1 problem ticket or work order affecting remote users or locations to the Help Desk Manager
• Provide advanced and complex technical support for all base-level applications.
• Perform setup and de-installation of computers; this includes special requests for EEOC control unit room setup and de-install, conference room support, etc.
• Coordination of end-user loaner program for PC's, laptops, and peripherals (i.e. portable printers, projectors, keyboard, mouse, etc.) using Service Now as an asset tracking tool
• Maintain EEOC Operating System (Windows 10) and provide testing, troubleshooting, documentation and consultation to ensure applications follow EEOC compliant guidelines
• Provide operating system updates, upgrades as required; Assist with full planning, application testing, configuration, administration, and deployments
• Writing and testing install scripts, troubleshooting problems with configuration settings, test and integration of applications
• Work with security operations to conduct desktop virus scan and remediate infected system
• Conduct desktop data recovery and backup
• Initial project focused on supporting customer communications following a breach - involves a lot of email/coord with the general public. After this project it will shift more to traditional Tier 2 roles.

WHAT YOU BRING TO THE TABLE

• Strong customer service skills for dealing with the general public.
• A Bachelor degree in an IT-related field or 5 years IT support/Help Desk experience
• Experience troubleshooting computer hardware/software, mobile devices, operating systems, and networking related technologies is required
• Sound knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices
• Strong written and verbal communication skills with attention to detail
• Ability to obtain Position of Public Trust (US Citizenship required)
• Candidates should possess accredited IT certifications such as CompTIA A+, Network+, Microsoft MD 100, and/or ITIL (or willing to obtain within 90 days of hire)

WHY YOU'LL LOVE IT!

Iron Bow has a long standing history with EEOC and a close-knit relationship within the team and with the government customer. They have demonstrated a high degree of loyalty and commitment to our personnel. You have the opportunity to help people facing some of the most difficult situations which EEOC has to handle.