Type: Contract-to-Hire
Category: Information Technology
Salary: 30.00 Per Hour
Reference ID: 10043132
Shortcut: http://addisongroup.gosnaphop.com/XhPgrR
Title - Tier 2 Help Desk Technician
Money - $30-32 hourly
Location - 5 Days on site in Bethesda
Job Summary
The IT Help Desk Technician – Tier 2 will provide elevated support and management for on-premises and cloud-based systems. The successful candidate for this position will monitor network operations, perimeter defense, firewall activity, backup and recovery systems, providing oversight, assessment and intervention, as needed. In addition, this role will address all SLAs, points of escalation, and root cause analysis for Tier 2 tickets that come in from users and/or from monitored data. This role will also be responsible for patch management and the documentation of all system updates and upgrades.
The Technician performs analytical, technical, and administrative work in the planning and installation of new and existing issued devices and workstations; diagnoses and resolves escalated issues of a moderately complex nature in response to community reported incidents; installs new hardware and software and maintains existing components; trains end-users in the use of equipment and software; performs general IT maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment ; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support.
Provide end user support services in the following areas: iOS devices/Windows 10 and 11, MS Office (2019, 2021, and 365), Google Workspace, Wireless and Wired network connectivity, Projectors (Wireless and Wired), Interactive Displays, Printers/Copiers, etc. (including future technologies and platforms that are vetted and onboarded).
These duties and responsibilities are intended only as examples of the various types of job duties to be performed. The omission of specific duties does not exclude them from the position if the work is a similar, related, or logical assignment to the position.
Expectations in the Role
• Maintain strictest confidentiality on all matters.
• Foster an atmosphere of respect, responsibility, and safety in every endeavor.
• Be supportive in written and spoken communication with members of the school community.
• Contribute positively to the professional, mission-focused 'sense of community' with all school constituents.
• High degree of cultural competency and demonstrated commitment to working with individuals from diverse backgrounds.
• Must be able to clear a background check with results that are satisfactory to the School.
• Ability to interface and maintain effective relationships with students, faculty, and staff, and the skills to function proactively and contribute in a highly collaborative administrative team.
Essential Duties and Responsibilities:
• Provide advanced customer service and technical support to end-users for escalated hardware and software issues in a timely manner.
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incidents through resolution.
• Help train Help Desk Technician (Tier I) staff.
• Install software on new or existing devices, in accordance with standard procedures.
• Assist in the set-up of new equipment and devices as directed.
• Assist users in obtaining access to systems.
• Utilize and maintain knowledge bases, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
• Assist with preventative maintenance within specified guidelines and procedures. Maintain daily performance of computer/server/network systems.
• May review and evaluate new computer hardware and software products.
• Assist in the tracking of hardware and software inventory.
• May need to identify panel/switch port locations and data closet labeling.
• Assist and interact with hardware and software vendors.
• Participate on committees, projects, school-wide teams.
• Adhere to the highest professional ethical standards in order to secure and protect confidential data.
• Demonstrate and model strong interpersonal skills to handle sensitive and confidential situations, maintain a positive and respective attitude.
• Demonstrates commitment to service excellence standards.
• Deploy devices (iOS devices, Chromebooks, PC) using a variety of tools. (Securly and Acronis Snap Deploy (in mass to start each year and periodic updates in cart and classroom deployments).
• Monitor device performance and patch management via RMM/Patch Management resources
• Commitment to Rochambeau's vision, mission, and values.
• Perform related duties consistent with the scope and intent of the position.
Qualifications:
• Bachelor's degree, preferably in a network or computer related field with 4-7 years of relevant, hands-on technical experience preferred.
• Network+, Security+, MCP (relevant server certifications, Azure, etc.), Google Support certifications desired.
• Aruba switch, Meraki and Juniper Mist wireless network administration preferred.
• Tools by Acronis, Sophos, Aruba and other platforms desired.
• Ability to write technical documentation for issues, processes and remediations.
• Advanced knowledge of Google Workspace, Microsoft Windows Desktop, Server, and Network Operating Systems.
• Support users and systems at all levels, addressing Tier 1 and 2 tickets as necessary or assigned.
• Ability to work independently with minimal supervision.
• Ability to focus on detailed work for extended periods of time.
• Ability to communicate clearly with individual computing users on all levels – in small groups, one on one and in writing with a high level of technical acumen.
• Demonstrated ability to develop and deliver multiple assignments on time and maintain an efficient/timely/punctual daily work schedule.
• Must be open to cross-training and have flexibility in duties as assigned.
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.