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Improvix Technologies · 4 months ago

Help Desk Engineer - Tier II

District of Columbia, United States

Full-time

Onsite

Entry, Mid Level

$70K/yr - $110K/yr

2+ years exp

Improvix Technologies is dedicated to providing secure and reliable IT solutions for federal and corporate clients. They are seeking a Help Desk Engineer - Tier II who will be responsible for responding to customer requests, troubleshooting hardware and software issues, and maintaining technical competency in a fast-paced environment.

Information Technology

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)

Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem

Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies

Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management

Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary

Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues

Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers on a regular basis to discuss activities, solutions, and recommendations for improvement

Performs other duties, as required

Qualification

Windows experienceActive DirectoryPC hardware supportCustomer service skillsTroubleshooting skillsFile server knowledgeProfessionalismCommunication skillsTeamworkDecision making

Required

Top Secret, SCI-eligible clearance

Windows and Office experience

Active Directory maintenance and Exchange 2007 & 2010

PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)

Client PC connectivity - ethernet, TCP/IP and VPN

File server knowledge

Strong customer service and troubleshooting skills

Ability to communicate technical information, both verbal and written, to a wide range of end-users

2 years+ experience working in a Windows environment

Bachelor's Degree in an IT-related field

Motivated, with high integrity, honesty and ethics

Ability to obtain a Top Secret Clearance (US Citizenship required)

Effective communication skills to ensure the customers and solution team(s) are aware of any changes, issues, or needs

Strong work ethic, energetic, motivated to complete tasks in a timely manner, possess an attitude of commitment to the mission, and clear accountability

Translates technical terminology into common business language to ensure understanding by all stakeholders

Maintains relationships with appropriate technology partners (internal and external) in developing, deploying, and supporting technical solutions, if necessary

Encourages teamwork and performance toward business goals and objectives

Exhibits strong professionalism and reacts well under pressure and stressful circumstances

Proven ability to make and implement difficult decisions while respecting the needs and ideas of our clients, partners and team members

Exercises sound judgment in decision making

Driven by performance, success of the client and the delivery of results

Comfortable in a fast-paced, complex and sometimes ambiguous environment

Must be visible to customer and bring value and confidence to customer relationships