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AAC Technologies · 2 months ago

Help Desk Tier 2 - Senior

Mountain View, CA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

AAC Inc is seeking a Senior Help Desk Tier 2 professional to provide desktop support for various applications and hardware. The role involves imaging new computers, documenting incidents, and collaborating with other technical teams to resolve issues.

HardwareManufacturingSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provides Tier 2 desktop support to users for PC, server, mainframe applications, and hardware including but not limited to operating systems, email, standard desktop applications, printers, mobile devices and other standard end user managed tools, HW, and peripherals

Images new computers using a standard-image as well as securely wiping hard drives

Provisions and de-provisions equipment and accounts in support of during end user on- and off- boarding

Documents, tracks, resolves, and reports on incidents and requests using the designated ticketing system

Has senior technical skills and understanding of the technical environment

May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems

Simulates or recreates user problems to resolve operating difficulties

Recommends systems modifications to reduce user problems

Maintains currency and high level of technical skill in field of expertise

Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2

Must be able to provide occasional surge and Battle Assembly Weekend support

Qualification

Tier 2 supportImaging systemsITSM ticketing systemSecurity+ certificationWindows 10/11Microsoft Office SuiteActive DirectoryCustomer serviceCommunication skillsTeamwork

Required

Requires a bachelor's degree and a minimum of ten years of IT experience, of which at least six years must be specialized in Tier 2 support and relevant to the job description

Additional education or experience may be substituted for some education/experience requirements

Required experience includes imaging of new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC's, laptops, mobile devices, printers), PC operating systems, (e.g., Windows 10/11, MacOS, iOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, and other standard end user managed tools and peripherals

ITSM ticketing system experience required (e.g., Remedy, ServiceNow)

Must have an active DOD Secret security clearance

Must have an active Security+ certification

Must have a positive and patient customer service attitude, and the ability to effectively communicate orally and in writing

Must be able to work independently and within a team