Tier 2 - Service Desk Technician

• Answers questions or resolves computer problems for clients in person, or via telephone or electronically.
• Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware.
• Handles problems that other Service Desk Managers are unable to resolve.
• Identifies, researches, and resolves technical problems.
• Provide technical assistance to computer users to resolve a variety of basic issues.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Maintains currency and high level of technical skill in field of expertise.
• Escalates more complex problems to senior level.

Knowledge and Abilities:

• Mobile Devices - Install and configure laptop hardware and components; Install components within the display of a laptop; Use appropriate laptop features; Compare and contrast characteristics of various types of other mobile devices (tablets, smartphones, etc.); Connect and configure accessories and ports of other mobile devices; Configure basic mobile device network connectivity and application support; and Use methods to perform mobile device synchronization
• Networking - Compare and contrast TCP and UDP ports, protocols, and their purposes; Compare and contrast common networking hardware devices; Install and configure a basic wired/wireless SOHO network; Compare and contrast wireless networking protocols; Summarize the properties and purposes of services provided by networked hosts; Explain common network configuration concepts; Compare and contrast Internet connection types, network types, and their features; and use appropriate networking tools
• Hardware - Explain basic cable types, features, and their purposes; Identify common connector types; Install RAM types; Select, install, and configure storage devices; Install and configure motherboards, CPUs, and add-on cards; Explain the purposes and uses of various peripheral types; Summarize power supply types and features; Select and configure appropriate components for a custom PC configuration to meet customer specifications or needs; Install and configure common devices; Configure SOHO multifunction devices/printers and settings; and Install and maintain various print technologies
• Virtualization and Cloud Computing - Compare and contrast cloud computing concepts; and Set up and configure client-side virtualization
• Hardware/Network Troubleshooting - Use the best practice methodology to resolve problems; Troubleshoot problems related to motherboards, RAM, CPUs, and power; Troubleshoot hard drives and RAID arrays; Troubleshoot video, projector, and display issues; Troubleshoot common mobile device issues while adhering to the appropriate procedures; Troubleshoot printers; and Troubleshoot common wired and wireless network problems
• Operating Systems - Compare and contrast common operating system types and their purposes; Compare and contrast features of Microsoft Windows versions; Summarize general OS installation considerations and upgrade methods; Use appropriate Microsoft command line tools; Use Microsoft operating system features and tools; Use Microsoft Windows Control Panel utilities; Summarize application installation and configuration concepts; Configure Microsoft Windows networking on a client/desktop; and Use features and tools of the Mac OS and Linux client/desktop operating systems;
• Security - Summarize the importance of physical security measures; Explain logical security concepts; Compare and contrast wireless security protocols and authentication methods; Detect, remove, and prevent malware using appropriate tools and methods; Compare and contrast social engineering, threats, and vulnerabilities; Compare and contrast the differences of basic Microsoft Windows OS security settings; Implement security best practices to secure a workstation; Implement methods for securing mobile devices; and Configure security on SOHO wireless and wired networks
• Software Troubleshooting - Troubleshoot Microsoft Windows OS problems; Troubleshoot and resolve PC security issues; Use best practice procedures for malware removal: and Troubleshoot mobile OS and application and application security issues
• Operational Procedures - Compare and contrast best practices associated with types of documentation; Implement basic change management best practices; Implement basic disaster prevention and recovery methods; Explain common safety procedures; Explain environmental impacts and appropriate controls; Explain the processes for addressing prohibited content/ activity, and privacy, licensing, and policy concepts; Use proper communication techniques and professionalism; Identify the basics of scripting; Use remote access technologies

• U.S. citizen
• Two (2) to five (5) + years of experience providing all facets of computer help desk support including troubleshooting, installation, maintenance, hardware support, and trouble ticket resolution tracking.
• H.S. Diploma Required (Associate/Bachelors in relevant field of study valued/preferred)
• Preferred certifications include CompTIA A+, Network+, MCSA, CCNA
• Must possess and maintain a valid driver's license and a satisfactory driving record., * 1 - 5 years: Experience providing all facets of computer help desk support including troubleshooting, installation, maintenance, hardware support, and trouble ticket resolution tracking

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Disability insurance
• Paid holidays, * Medical, Vision and Dental Insurance
• 401-K plus match
• Paid Vacation days
• Paid holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority owned, CVE verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.