IT Support - Deskside Tier 2

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments.

BDR is seeking an IT Support Technician – Deskside Tier 2 to join our growing team! This is a position that will be performed on-site in Washington, DC. This position requires US Citizenship with an active Secret clearance.

(Military Veterans are highly encouraged to apply)

Role Overview

This position will provide tier 2 support for our client's hardware and software systems. The ideal candidate will have a balanced skill set in both hardware and software support and a commitment to delivering high-quality customer service and technical solutions.

Responsibilities

• Provide 2nd level escalation support to the Tier 1 Help Desk.
• Provide remote and on-site troubleshooting for hardware and software support.
• Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the client's customers.
• Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.
• Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
• Work with VIPs, providing a "white glove” service where necessary.
• Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.
• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
• Track all work, inventory, and projects using a ticketing system
• Provide assistance and participate on new project(s) testing and deployment/delivery.
• Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.
• Participate in project deployment.
• Provide input and update knowledge base as necessary.
• Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.
• Maintain an organized resource/hardware furnished storage room(s).
• Document, update and close tickets according to defined service level agreement requirements.

Required Minimum Qualifications

• Clearance: must have a fully adjudicated Secret at a T3 level
• Have an AS degree in IT or closely related field.
• Must have the following two certifications:
• HDI-CSR and MCP (Microsoft Certified Professional - currently: MDA-100), or Network+ certification.
• Minimum 4 years' experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.
• Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VMWare VDI).
• Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.
• Experience preferred of VMWare, VOIP, Ticket tracking system, and Office 365.
• Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.
• Ability to work individually and within a team environment with little supervision.

In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

BDR is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.

Requirements: