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.
Position is full-time on-site at a government facility in Fort Meade, MD.
· 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 4 years of 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, 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.
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.