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Help Desk & Server Support Technician

Bethesda, MD · Information Technology
Help Desk Tier III and Server Support Technician
Bethesda, MD

Job Summary:
 IT Veterans is currently seeking a talented  Help Desk Tier III and Server Support Technician with a demonstrated ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following IT areas of support: applications and programs; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet; mobility devices; telecommunications devices.

  • Troubleshoot and resolve escalated technical issues and helpdesk tickets.
  • Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
  • Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
  • Ability to identify and work independently on special projects and lead helpdesk projects as assigned.
  • Train and support lower-level technicians and new team members. Serve as a leader on the helpdesk team.
  • Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.
  • Work with other technical teams to resolve large scale issues.
  • Test new hardware and software systems and packages prior to deployment.
  • Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets.
  • Areas of support include: computer device deployment; applications and program; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet diagnostics and troubleshooting; mobility device assignment, setup, diagnostics and troubleshooting.
  • Demonstrate strong customer service skills.
  • Must be able to lift up to 50 lbs. /23 Kg.
  • Participate in special projects and unique requests, such as annual lifecycle refresh and organization-wide device upgrades related Vocera systems, which involve communicating with customer administration and performing hardware assessments. Manage, control, and log accountable property in the IT warehouse space and work closely with Logistics and Property Management to ensure accountable equipment is entered and documented as appropriate.
  • Demonstrated ability to configure, test, implement and maintain networked system server support activities, and ability to support application programmers working in that environment.
  • Demonstrated hands-on experience with virtualization technologies, Active Directory management, group policy, and applications support.
  • Provide high level technical and administrative direction for personnel responsible for systems, servers, implementation, and operations tasks, including the review of work products for correctness, adherence to the design concept and to user standards and progress in accordance with schedules.
  • Evaluate and resolve system, servers, storage, and processing problems.
  • Configure systems and servers.
  • Evaluate performance using hardware and software diagnostic tools.
  • Evaluate changes for operational impact. Make recommendations for approval of systems,and servers
  • Prepare milestone status reports and deliveries/presentations on systems, servers, to stakeholders, colleagues, subordinates, and end user representatives.
  • Responsible for inventory documentation.
  • Flexible work schedule to provide support for after-hours downtime and issues as needed.
  • Work with Information Assurance engineers to ensure all systems and servers meet DoD RMF requirements.
Required Qualifications:
  • 3+ years of relevant experience in Server, Help Desk, and Vocera systems support
  • Strong experience with Windows-based hardware, operating system, and printers
  • Experience with networks and servers
  • Secret clearance required (T3 Investigation)
  • Must meet DoD 8570 requirements
  • CompTIA Security+ required
  • CompTIA A+ preferred
  • MCITP, MCSE, VCP certification, or equivalent certifications or experience preferred
  • Prior Vocera experience and OEM training required

At IT Veterans LLC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our teammates is critical to our success
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