Apply on Employer Site

KeenLogic · 3 days ago

Tier II Help Desk

Alexandria, VA

Full-time

Onsite

Mid Level

3+ years exp

KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst to work in a challenging, consultative, and collaborative team environment. The successful candidate will provide deskside support for Intel-based PCs and Apple workstations, assist customers with various issues, and escalate to the eBusiness team when necessary.

Information Technology

Responsibilities

Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning

Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences

Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards

Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes

Perform root cause analysis to identify recurring issues and recommend corrective actions

Administer Active Directory tasks such as account management, group membership, and workstation domain support

Provide mobile device management support, including device provisioning, resets, and remote wiping

Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation

Support collaboration and productivity tools, including email, meeting rooms, video teleconferencing, user moves, and large data transfers

Accurately document work in CRM, ticketing, and ACD systems

Qualification

Windows troubleshootingEnterprise workstation imagingRemote support toolsMacOS supportActive Directory managementITIL Service ManagementCustomer service focusFollow proceduresCommunicationTeam collaboration