Tier II Technical Support Specilist

Company Overview

Adaptivestack Technologies, Inc. is looking for a Tier II Service Desk Support Specialist to support federal clients.

In this role, the Service Desk Support Specialist will provide a variety of specialized engineering services to support the delivery of IT Technical services to its customers. The IT services to be provided will require various levels of skillsets and subject matter expertise depending on task complexity. The IT environment is primarily a Microsoft (MS)/Intel-Based and Apple Macintosh (MAC) OS distributed computing infrastructure, both server and desktop. Additionally, the IT environment utilized Microsoft Office applications, Active Directory (AD) Organizational Units (OU), basic networking protocols, network printers, in addition to multiple software applications such as Adobe suite, Blackboard, Microsoft SharePoint, Office 365, Visio, Project, Access and Public Key Infrastructure (PKI). The primary function is to provide on-site Tier II technical support including all tasks required for the administration and management of the existing Exchange/Office infrastructure.

Responsibilities

• Provide remote, desk side and local infrastructure technical support for the client
• Provide Single Point of Contact Enterprise Service Desk support
• Provide first and second level support to the customer onsite by answering, evaluating and prioritizing incoming telephone, voice mail and email requests for assistance from users experiencing problems with hardware, software, networking and other computer-related issues
• Provide office support for other locally installed IT computing devices, such as servers, line-of-business application servers, and LAN devices.
• End User Support staff facilitate root-cause analysis through a defined process for escalation to Engineers & Developers, including third parties such as hardware and software suppliers and other service providers. Other types of escalations include activities associated with depot operations for repairs (e.g., swapping), shipping and receiving of assets to remote end-users, and warranty repairs.
• Maintain documentation on service desk procedures, problem resolution, prioritization and emergency procedures, as well as update and maintain the Incident Management / Customer Service Operations Center (CSOC) SOP.
• Provide support via telephone, self-service incidents & requests, ServiceNow Chat & Interactions, and email.
• Provide support to the client with the research, installation, maintenance, operation and troubleshooting of audio and video presentation equipment for several conference rooms and departments
• Provide VPN support services
• Configure and deploy new equipment, as required

Knowledge and Experience

• 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

Required Skills

• U.S. citizen with 3+ 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

Knowledge of and experience with the following is preferred

• ServiceNow
• Microsoft Office 365
• Microsoft SharePoint
• Symantec Endpoint Protection
• Network Printer Management and Configuration
• Demonstrated experience overseeing and supporting service desk operations similar to a scope of 7000 inbound contacts a month and 4,000+ users
• Help Desk Institute (HDI) Certification

Job Type: Full-time

Pay: $30.00 per hour

Expected hours: 40.0 per week

Education

* Bachelor's (Preferred)

Experience

* IT support: 3 years (Preferred)

Work Location: Remote