Desktop Tier 2 Technician
Technology and Computer-related Rockville MD ID26-021 Full-Time Regular
Provides Tier 2 desktop support, telephone deskside remote to users in hardware (HW) operating systems Windows and MacOS, email, standard end user applications, printers, smart phones, mobile devices, and other standard end user managed tools. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh images, new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has advanced technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services, file, email, print, web portal, and network.
Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.
Required Experience and Qualifications
Requires a high school diploma or GED and 3 years of Desktop Support experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
Must have experience imaging new systems, system deployment, and refresh, and Tier 2 support of standard office computing equipment, including PCs, laptops, tablets, printers, PC operating systems (Windows 10/11), MacOS, Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.
Must have demonstrated experience supporting a Windows 10/11 environment. MacOS experience is highly desired. ITSM ticketing system experience is required. ServiceNow experience is preferred.
Demonstrated ability to communicate orally and in writing. Must have a positive and patient customer service attitude. Must be able to work independently and within a team.
Relevant certifications, such as Microsoft Endpoint Administrator, highly desired. ACSP ITILv3 or higher are desired. Must be able to attain agency suitability clearance prior to start date.
AAC is a leading IT service management firm specializing in enterprise-level solutions for the federal government. Since 1983, we have helped federal agencies move closer to their goals—from delivering public services to defending national interests. Combining mission-driven IT solutions and lasting partnership, we help our customers transform and modernize their infrastructures, work more effectively, and achieve their missions.