This position provides second-level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktops, laptops, thin clients, and VMs, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment. Additional responsibilities will be assigned as deemed necessary and will include support requirements that may not be listed below.

Responsibilities:

• Provide a high-level of customer service to all customers including effective communication.
• Resolve issues for desktop and laptop incidents and requests in a timely manner.
• Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.
• Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc.
• Effectively document the resolution process and mentor Service Desk personnel.
• Contribute to departmental policies and procedures related to troubleshooting
• Demonstrate a thorough understanding of departmental policies and procedures
• Work with system and application owners to remediate reoccurring issues.
• Ability to troubleshoot virtualized environments and make recommendations for improved performance.
• Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager.
• Support Windows 10, Mac OS, iOS, and Android.
• Provide IT support relating to technical issues involving Microsoft core business applications and operating systems.
• Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment.
• Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees.
• Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.
• Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed.
• Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates.

Required Skills

• Must have min. of 8 years’ experience with Windows 10 and in Active Directory Environment.
• Must have 5+ years of experience in computer systems or IT support, with technical proficiency in MAC OS, tools and productivity office suites.
• Advanced level experience in MAC/PC hybrid environments including mobile devices.
• Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS.
• Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems
• Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.
• Experience in working on a Service Desk teams supporting IT services.
• Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.
• Must have min. of 1-year experience with JAMF (SCM platform) and SCCM/PXE for Windows.
• Strong critical thinking skills that facilitate expedient problem solving.
• Strong communication skills.
• Monitor Tier 2 ticket resolution to ensure defined SLA's met
• Update tickets with the latest status
• Escalate the ticket to the correct group if the incident can’t be resolved.
• Willing to work additional hours and/or perform additional tasks (including general office work) as needed.
• Willing to participate in a one week on-call rotation requiring a high level of availability after hours and on the weekend.
• Excellent Customer Service

EXPERIENCE LEVEL:

• Prior Help Desk experience (5 years)
• Experience working with computers and operating systems.
• Experience with trouble ticketing system—currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems.
• Technical certifications (Required)
• Technical Degree preferred. (Additional 5 years relevant experience in lieu of a degree is acceptable).
• Authorized MAC certification is also preferred.

MINIMUM CERTIFICATIONS: (ACTIVE); a minimum of 1 is required

• MCSA
• MCSE
• ACSP
• ACMT

CLEARANCE:
U.S. Citizenship
Must pass background investigation to obtain Public Trust.

EDUCATION:
Associate’s degree in a computer-centered discipline.
High School Diploma

About Seneca Resources:

Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States. The key to our success lies within our strong corporate culture which drives our business. We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement. In turn, we look for only the best and brightest to join our team. We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.

Job Types: Full-time, Contract

Pay: $28.00 - $35.00 per hour

Benefits:

• Health insurance

Experience level:

• 8 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Washington, DC: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 5 years (Preferred)
• Windows: 8 years (Preferred)
• Mac OS: 5 years (Preferred)

Work Location: In person

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