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The Tier II Technician will support the Office of the Chief Information Officer to provide Windows desktop system administration, support and services for PCoIP remote workstations in a secure, controlled environment. Will also provide software/technical support to resolve desktop application and network connectivity issues. Also responsible for documenting technical and operating procedures. Additional functions include:
Respond to incoming calls, tickets, walk ins, and emails to provide desktop support and Windows systems support in a production environment. Support Hours are 7am - 6pm M-Th and 7am - 4:30 pm Fridays, after hours, weekend and escort duties will be required on an as needed basis. Provides resolutions for hardware and software problems. Refers other problems (e.g. networking) to the appropriate organizations. Tracks status of all problems within the environment through resolution. Documents special procedures required for continuous operations of systems. Reviews monitoring logs for problem identification and suggested resolutions. Installs and configures new hardware components for operations in classified network environment, to include network printers and other media devices. Ensures security requirements and standards are met. Interfaces with customers as necessary to support their operational environment. Schedules maintenance and services activities Plans, conducts, and reports tests with appropriate government staff. Develops and maintains detailed and accurate documentation as requested by the Client Service team lead. Documentation may be required for operational procedures, troubleshooting aids, and technical analyses for products, features, and capabilities. Uses management tools for work request ticket management to respond to and document work efforts requested by customers. · Maintains running inventory of equipment on SharePoint and/or ServiceNow.
· Be available for after-hours and weekend support as required for scheduled maintenance and incident response.
Required Skills · At least 3 years of experience providing IT support to users at multiple locations (by phone/remote and onsite visits)
· At least 2 years of experience with:
o Administration of Windows 10 in a domain-connected environments
o Support and administration of Microsoft software (such as Active Directory, Exchange, Office 2013/2016)
· At least one year of experience with:
o Remedy or ServiceNow
o SharePoint-contribute or design level access.
· Understanding of basic networking concepts
· Ability to work cooperatively and to function well in a team environment.
· Excellent verbal and written communication skill to be able to ascertain user requirements and prepare documentation.
Excellent customer interface skills.
Desired Skills · Experience mastering and deploying Windows 10 workstation images (e.g. with WDS/MDT/SCCM)
· Virtualization exposure (VMWare) and VDI with Thin Clients and Zero Clients
· Ability to analyze information requirements
· ITIL v3/4 or HDI certificate
