ActioNet has an immediate opportunity for a **Tier II Desktop Support Senior Technician** position requiring a **Public Trust** **Clearance** located in **Suitland, MD** . Are you ready to join our great team? You would be responsible for providing in-person support for NOAA staff including direct interaction with the Executive staff (CIO, ACIO, etc.) and management. You will also serve as site Lead at the Suitland location and be the SME for your site performing Tier II functions in coordination with the NIIS Project Manager and the Infrastructure team.
The **Tier II Desktop Support Senior Technician** will be part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. This role is responsible for providing support for approximately 700 end users on a variety of issues. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email and personnel requests for technical support in a timely manner, document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives ensuring customer satisfaction while providing service and support for all customer service incidents and requests. Core hours are 7am - 6pm Monday - Friday. Travel to other site locations as required.
**What is in it for you?**
+ You will be stepping into an established IT support environment where you can leverage your expertise in Tier II - raising the bar in IT Service Delivery excellence.
+ You will take on a high-level support role, enhancing your toolbox of skills in areas such as Email Management and AD Account Management.
**Duties and Responsibilities**
+ Serve as Site Lead for Suitland and other local sites.
+ Travel to other locations to support Tier II Technicians (College Park, Lanham, Silver Spring)
+ Be responsive and decisive when responding to customer requests, incidents, and requirements
+ Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology support at the Germantown location
+ Ability to multi-task projects and daily operations while providing regular status updates to management
+ Be involved in implementation of managed SCCM pushes, updates, and patches on NOAA systems
+ Provide technical guidance and input to other teams as needed
+ Image, test, and deploy computers for new requests and break/fixes
+ Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues
+ Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II
+ Provide IT support for remote customers using government-approved remote support tools
+ Possess a strong working knowledge of Service Now or equivalent ticketing systems
+ Perform account management in Active Directory and Mail Administration
+ Be knowledgeable with Microsoft Windows 7 and 10 Operating Systems, MS Office Applications, Google Mail, and Google Applications
+ Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates
+ Knowledge of McAfee ePolicy Orchestrator, SCCM, and computer imaging
+ Remediate systems with identified vulnerabilities in coordination with the ISSO
+ Prioritize and execute tasks in a high-pressure and fast-paced environment
+ US Citizen required
+ 1 Year at the Senior Tier II or Jr Desktop Lead level
+ At least 3 years of Tier II onsite and remote support experience in a medium to large networked environment
+ Familiarity with Windows OS imaging using Ghost/SCCM and other tools
+ Works independently and within the framework of a team with minimum assistance
+ Must have prior experience working as a contractor for a government agency
+ Some project management experience is a plus
+ ITILv3 Foundations
+ Security Plus certification preferred
+ MCSE, MCP or A+ certifications preferred
_ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status._
ActioNet is an Equal Opportunity/Affirmative Action employer
All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. ActioNet's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.
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Associated topics: assist, assistance, help desk, information technology support, network, support, support analyst, support specialist, systems administrator, technician ii