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KeyLogic · 1 day ago

Junior Enterprise Support Technician - Tier 2

Alexandria, VA

Full-time

Hybrid

Mid, Senior Level

$45K/yr - $48K/yr

6+ years exp

KeyLogic Systems is actively seeking a Tier 2 Enterprise Support Tech who must be organized, logical, and understand how quickly resolve or enact necessary changes to address customer issues and requests. The role involves troubleshooting technical issues, contributing to the Knowledgebase, and providing support for enterprise-wide issues.

AnalyticsCyber SecurityInformation ServicesInformation TechnologyProject ManagementSecurity

Culture & Values

No H1B

U.S. Citizen Only

Responsibilities

Investigate and troubleshoot Tier 1, Tier 2 and Tier 3 level technical issues reported to SMP queues, email and walkup, utilizing available knowledge and approved remediation tools

Perform remote investigations, apply advanced troubleshooting and resolution of enterprise-wide issues, specific root causes, and report on technical information

Contribute to the Knowledgebase system and maintain information within

Contribute to team process, troubleshooting and efficiency improvements

Participate in special project assignments, and commit support coverage and backup roles

Provide on-site, in-person support when requested or required to do so

Additional support responsibilities and duties to be assigned based on business need

Qualification

Microsoft Windows 10Active DirectoryITIL conceptsMicrosoft MCSE/MCSA/MCPService Now (SMP)TroubleshootingCustomer serviceTeam collaboration

Required

Minimum of six (6) years of work experience in the computer field

Minimum of three (3) years in a help-desk area

Two (2) years at a mid/senior level position

1 year of uninterrupted, high-volume; 5,000+ user Call-Center, with Tier 2 or higher experience

1 year of practical hands-on experience with Microsoft Windows 10, Active Directory, RSA FOB, Permissions/Shares, and Drive Mappings

Active Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, Network+, or equivalent

Understanding of ITIL concepts, Service Desk, and Service Now (SMP) operational processes

Must be eligible to obtain a Public Trust (US citizen/Green Card)

Remote but must live within a 2-hour drive to Alexandria, VA

Preferred

Bachelor's degree in computer sciences (or related technical field)

One or more of the following in active status: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent

Benefits

Comprehensive benefits package

Company

KeyLogic

KeyLogic is an innovative mid-sized company that provides analytic and digital technology solutions to leading data-centric customers across energy, commerce, and defense sectors.

Founded in 1999

Morgantown, West Virginia, USA

501-1000 employees