Tier II Support Technician

We are seeking a highly skilled Tier II Support Technician to provide onsite technical support in Alexandria, VA. The successful candidate will support an environment consisting of approximately 90% Intel-based PCs, 10% Apple workstations, and several custom business applications.

The technician will provide deskside support to customers through the Customer Service Center, including support provided by phone, walk-in requests, remote assistance, and onsite visits to customer locations. Responsibilities include diagnosing and resolving workstation issues, installing and configuring applications, performance analysis and tuning, and escalating complex issues to the appropriate team or other support groups as required., Customer and Technical Support

• Provide Tier II technical support for hardware, software, mobile devices, and peripheral equipment.
• Answer incoming customer calls and respond to walk-in, remote, and onsite support requests.
• Configure, deploy, image, and reimage workstations and laptops.
• Resolve customer incidents and service requests or escalate to the appropriate support team.
• Provide support for email, meeting room technologies, video teleconferencing, and other end-user technologies.
• Perform root cause analysis and document findings and resolutions.

Service Desk Operations

• Log in to the ACD system daily, ready to take calls unless otherwise directed and remain on designated status given by supervisor until work shift ends.
• Create, document, and manage support tickets in the designated CRM/ticketing system (ServiceNow).
• Document incidents, requests, troubleshooting activities, and resolutions with appropriate detail.

• Bachelor’s degree with at least 1 year of relevant experience; or
• High School Diploma with at least 7 years of relevant experience., * Hardware and Application Support (diagnosis, remediation, password resets, installation, configuration, removal, and performance tuning)
• Incident and Request Management (analysis and documentation)
• Mobile Device Management (provisioning, reset, remote wiping)
• Printer Support (setup, toner and parts replacement, queue configuration, diagnosis, and remediation)
• Virtual Private Network (VPN) support
• Root Cause Analysis
• Active Directory Administration and User Management
• Excellent written and verbal communication skills, including strong grammar, proofreading, and professional interpersonal communication abilities.

Desired Skills

• ITIL Service Management
• Policy Analysis
• Workstation Patching and Testing
• Desktop Engineering
• Release Management
• Knowledge Management

If you thrive on solving complex problems and building meaningful connections, we’d love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).