Systems Administrator (Tier 2 Desktop Support)
william c brown wcbincSpringfield (IL)
Systems Administrator (Tier 2 Desktop Support)
Posted 2 days ago
william c brown wcbincSpringfield (IL)
SENIORITY
Senior
About the role
Job Description:
WCBinc is looking for aSystems Administrator (Tier 2 Desktop Support) to joinour team to support our intelligence customer activities inSpringfield, VA.
Job Description:
The Tier 2 Desktop Support Technician provides Deskside IT Service support to the UDS End User Devices deployed at NCE. End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets and laptops, VoIP devices, Desktop VTCs (DVTCs), removable media, and associated accessories. The individual will fulfil Installation, Move, Add, Change, and Disposal (IMACD) service requests, and support the completion of special projects.
Primary Responsibilities:
- Provide support for implementation, maintenance, and incident troubleshooting of IT systems
- Manage hardware in all stages including unpacking and setup of end user devices
- Resolve IT incidents from cradle to grave, working close with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract
- Install application software on end user device workstations via scripted install packages
- Inventory management of UDS deployed software and end user devices
- Network and locally attached printers
- Assist users in accessing and using IT systems
- Provide user education and training in basic hardware and software functions
- Create and maintain documentation and SOPs to train new employees
- Utilization of a Service
Now based ticketing database to track, update and resolve break/fix incident tickets and in fulfilling new requests submitted and tracked as Demands and RITMsIdentify and execute process improvements and other enhancements that improve operational efficiency.
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