Tier 1/ Tier 2 Helpdesk Tech

Job Description

BACKGROUND

SiloSmashers is looking for a System Engineer Level II to support a Tier 1 Help Desk for a federal client. This tier 1 support consists of basic troubleshooting and repair of workstations, peripherals, network cabling, applications, network operating system, email, telnet, remote access, workstation moves or new installations, new account creation and maintenance of the S&T networks. The System Engineer II supporting the Tier 1 help desk will create/respond to and diagnose the initial trouble ticket. If Tier 1 support cannot identify and resolve the problem within one hour, the trouble ticket will be escalated to Tier 2, or DHS OCIO, for appropriate resolution. The ideal candidate possesses an inherent interest in learning the latest technology and proven ability and the self-motivation to learn quickly and solve engineering problems collaboratively.

ROLE RESPONSIBILITIES:

Providing Tier 1 support for multiple domains with users locally and remotely with network and desktop hardware and software problems.

Supporting end-user applications and work in a multi-tier service desk as well as work with engineering, O&M, and software development teams to help reproduce and diagnose problems.

Responding to and diagnose problems through interactions with users (via phone, Teams and/or email) while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.

Interacting with network services, systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.

Experience providing VIP-level in-person service

Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.

Preferably possess experience with using ServiceNow as a ticketing system

Possess and apply comprehensive knowledge across key tasks and high-impact assignments.

Populate a consolidated Knowledge Management solution to provide Tier I Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites.

Communicate and interface with customer and SiloSmashers Site Lead on issues and daily tasking.

Working with Active Directory and Exchange to create/modify/terminate accounts.

Troubleshooting workstations, printers, and other peripherals.

Image, install, and configure workstations and laptops

Preferably possess experience using MECM to image laptops and workstations.

Proven experience troubleshooting Windows 7, 10, Microsoft Office suite.

Troubleshoot Microsoft O365

Collaborate with the engineering teams to identify, respond, and resolve tickets in a timely manner.

Communicate issues and resolutions with team lead and Federal customers

SOFT SKILLS:

Customer-service oriented focus

Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications.

Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team.

Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons.

Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendors

Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomes

Flexibility and ability to swiftly adapt to a customer environment and positively integrate oneself

Strong analytical, problem-solving, and decision-making capabilities, with a data-driven mindset

Team player with the ability to work in a fast-paced environment with a continuous process improvement culture Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy

Sound business ethics, including the protection of proprietary and confidential information

POSITION REQUIREMENTS

Must be a U.S. Citizen

Ability to attain a DHS EOD

Excellent verbal and written communication skills

At least 10 years of related experience

Associate's Degree or 5+ years related experience (experience considered in lieu of degree)

Microsoft Certified Systems Administrator or Microsoft Certified Professional or equivalent certification

CompTIA A+ or Net+ or equivalent certification

Experience with ticketing systems such as ServiceNow.

Providing support to end-users spanning a variety of issues.

Identifying, researching, and resolving technical problems.

Pluses:

Active current DHS EOD

Currently supporting a DHS Component

Previous experience supporting a DHS Component

ONE or more of the following certifications:

Microsoft Azure AZ900

Amazon Cloud Practitioner

CompTIA Security+

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