Deskside Technician - Tier 2

• Daily client interface.

• Representing IntelliDyne and its interests in all client engagements.

• Addressing and correcting any hardware, software or connection issue

• Supporting Desktop and Laptop users and solves problems with Microsoft, Adobe, Roxio and other deployed software.

• Resolving problems through customer education, training and direct assistance.

• Ensuring backup, recover and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed.

• Responding and correcting formatting for printing and all other peripheral issues as they arise.

• Providing phone and in-person support to users for various systems, including e-mail, LAN/WAN, user account administration, active directory, standard desktop images and applications, COTS and GOTS applications.

• Serving as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.

• DOD 8570 IAT Level ll, or lll certification required: example Security+ CE.

• Bachelor's Degree and 4 years technical support experience or a HS degree and 8 years technical support experience.

• Minimum of 4 years of enterprise experience in commercial or government environment.

• Must have an active DOD Public Trust or higher.

• Familiar with all standard MS Office software systems and MS Project.

• Possess knowledge of workstation administration and management including imaging.

• Basic network support experience to include account administration in active directory environment.

• Excellent analytical, oral and written communication, presentation, and problem-solving skills

• Ability to gain internal support and to operate independently without supervision.

• Must have the ability to establish a solid working relationship with customers, technical staff, managers and peers.

Preferred:

• ITIL Foundations v4 desired.
• Knowledge of Remedy or other trouble ticket software.