Tier II Help Desk

Alexandria, VA

Full Time

Mid Level

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is onsite and full-time, Monday through Friday.

The successful candidate will be responsible for deskside support of an environment composed Intel based PC and Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call or walk into the customer service center, remotely, or at the customer’s location. The candidate shall be prepared to perform the resolution of workstation issues (diagnosis/remediation, application install/conﬁguration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for a more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.

Qualiﬁcations:

Bachelors and 3+ years' experience
Associates and 5+ years' experience
High School and 7+ years' experience

Preferred Qualiﬁcations:

2 years+ of MacOS and iOS support

Job Duties:

Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning.
Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences.
Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards.
Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes.
Perform root cause analysis to identify recurring issues and recommend corrective actions.
Administer Active Directory tasks such as account management, group membership, and workstation domain support.
Provide mobile device management support, including device provisioning, resets, and remote wiping.
Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation.
Support collaboration and productivity tools, including email, meeting rooms, video teleconferencing, user moves, and large data transfers.
Accurately document work in CRM, ticketing, and ACD systems

Required Skills:

Strong ability to troubleshoot Windows hardware and software issues.
Experience deploying and imaging enterprise workstations in a managed IT environment.
Proficiency with remote support and remote desktop tools.
Excellent written and verbal communication skills with a strong customer service focus.
Ability to work independently and collaboratively within a team environment.
Demonstrated ability to follow established procedures and workflows.

Desired Skills:

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

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Are you a U.S. citizen and eligible for a Public Trust clearance?*

Are you comfortable working in a fully onsite, Monday–Friday environment in Alexandria, VA?*

What is your highest level of completed education?*

How many years of overall work experience do you have?*

How many years of IT work experience do you have?*

Which operating systems have you provided hands-on support for in an enterprise environment?*

Which tools have you used for workstation imaging or deployment?*

Which remote assistance tools have you used to support end users?*

Have you deployed new workstations for end users, from imaging through user handoff?*

Human Check*

Submit Application

Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.

Tier II Help Desk

Apply for this position