Country Intelligence Group is seeking a Full Time Tier 2 Help Desk Technician to support our client located in Washington D.C. The candidate will perform duties in support of a wide variety of IT issues for end-users. They’ll follow strict ITIL and ISO 20000-1 guidelines using ITSM system with monitored SLAs. They also need to be well-versed in Windows operation systems with hands-on experience troubleshooting end-user technology problems.
Tasks Performed:
- Perform duties in support of a wide variety of IT issues for end-users.
- Follow strict ITIL and ISO 20000-1 guidelines using ITSM system with monitored SLAs.
- Well-versed in Windows operating systems with hands-on experience troubleshooting end-user technology problems.
- PC, laptop, desktop, and software issues
- Installation and configuration
- Windows 10, MacOS a plus, MS Office (O365), Email, MS Teams, Active Directory
- Phone Support
- User Account Management
- VTC setup and support for meetings
Education, Experience and Qualifications:
- Minimum High School Diploma (Required)
- Associates Degree in Technology field (Preferred)
- Minimum three (3) years related Help Desk work experience (Required)
- Minimum five (5) years of experience with Microsoft Windows (Required)
- Excellent technical knowledge of computer hardware
- Hands-on Windows 10 troubleshooting
- Microsoft Office including O365 installation and troubleshooting
- Basic Network troubleshooting skills including Wireless and LAN
- Experience using ITSM system with SLA’s (ManageEngine a plus)
- Intermediate Level System Administration experience
- Experience using the Microsoft Admin Portal
- Office365 User Mail configuration skills (via MS Admin portal)
- Desktop Engineering/Imaging Skills
- Experience with file permissions
- Okta Administration
- Ability to mentor others
- Ability to create unattended software package
- Ability to write PowerShell/VB Scripts
- Asset Management Experience
- ITIL Experience and knowledge of it’s processes
- ISO 20K or 27K Knowledge
- Experience with Desktop Patching Remotely
Other Job Requirements:
- Valid Top Secret Clearance
- Must be able to pass a background investigation
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Experience level:
Schedule:
Education:
- High school or equivalent (Required)
Experience:
- Help desk: 3 years (Required)
- Windows: 5 years (Required)
Security clearance:
Ability to Commute:
- Washington, DC (Required)
Ability to Relocate:
- Washington, DC: Relocate before starting work (Required)
Work Location: In person