The successful candidate will be responsible for deskside support of an environment composed Intel based PC and Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call or walk into the customer service center, remotely, or at the customer’s location. The candidate shall be prepared to perform the resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for a more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.
Qualifications:
- Bachelors and 3+ years' experience
- Associates and 5+ years' experience
- High School and 7+ years' experience
- Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning.
- Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences.
- Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards.
- Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes.
- Perform root cause analysis to identify recurring issues and recommend corrective actions.
- Administer Active Directory tasks such as account management, group membership, and workstation domain support.
- Provide mobile device management support, including device provisioning, resets, and remote wiping.
- Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation.
- Support collaboration and productivity tools, including email, meeting rooms, video teleconferencing, user moves, and large data transfers.
- Accurately document work in CRM, ticketing, and ACD systems
Required Skills:
- Strong ability to troubleshoot Windows hardware and software issues.
- Experience deploying and imaging enterprise workstations in a managed IT environment.
- Proficiency with remote support and remote desktop tools.
- Excellent written and verbal communication skills with a strong customer service focus.
- Ability to work independently and collaboratively within a team environment.
- Demonstrated ability to follow established procedures and workflows.
Desired Skills:
- ITIL Service Management
- Policy Analysis
- Workstation Patching/Testing
- Desktop Engineering
- Release Management
- Knowledge Management
Skills Required
- Bachelor's degree and 3+ years' experience, or Associate's and 5+ years' experience, or High School diploma and 7+ years' experience
- Strong ability to troubleshoot Windows hardware and software issues
- Experience deploying and imaging enterprise workstations using SCCM/Endpoint Configuration Manager
- Proficiency with remote support and remote desktop tools
- Experience administering Active Directory (account management, group membership, workstation domain support)
- Mobile Device Management support (provisioning, resets, remote wipe)
- Experience with CRM, ticketing, and ACD systems and accurate documentation of work
- Excellent written and verbal communication skills with strong customer service focus
- Ability to work independently and collaboratively and follow established procedures/workflows
- ITIL Service Management
- Policy Analysis
- Workstation Patching/Testing
- Desktop Engineering
- Release Management
- Knowledge Management
What We Do
Today’s government agencies must continually evolve to keep pace with the dynamic and rapidly changing technology landscape. To ensure continual innovation and improvement, these agencies must be able to anticipate all future needs while embracing technological advancements. At KeenLogic, we create value through differentiation, innovation, and technology to drive high-quality enterprise IT services such as help desk as a service — for government customers. We combine the latest states of “what is” with an unrealized yet needed version of “what could be.” KeenLogic operates two distinct lines of business: (1) Enterprise IT Services (Helpdesk/Service Desk) (2) Network/Internet Services (Fixed-Wireless Microwave Broadband) We have a 10-year track record of high-quality performance and service delivery and a reputation for taking exceptional care of our team. The company is well funded and capitalized to support new project ramp-up and overhead costs, has a highly experienced executive and management team, and a board of directors with over 20 years of management and operations experience. We aim to provide the highest standard of customer service to government agencies by leveraging a corporate foundation that is built on CMMI Level III business processes, leadership, and financial strength. Key attributes: • 10-year history of providing quality, customer-focused IT solutions • Excellent past performance and track record • 95% employee retention rate • Small business agility with large business resources • Secret facility clearance • Well capitalized for project ramp-up • KeenLogic is a reputed enterprise IT services and help desk solutions provider that answers today’s problems while anticipating the needs of tomorrow.
