Tier II Helpdesk/Deskside Support Administrator in Reston, VA at Booz Allen Hamilton Inc.

Date Posted: 5/23/2018

Job Snapshot

Job Description

Job Number: R0021859

Tier II Helpdesk/Deskside Support Administrator

Key Role:
Provide first and second tier support to end-users for hardware and software, including providing first and second level diagnosis and troubleshooting of Microsoft Windows issues. Create, update, and resolve service desk tickets using the Remedy ticketing system and answer inquiries into the service desk via phone, e-mail, in-person, or self-help ticket. Support Microsoft Windows 7 and Microsoft Windows 10 operating systems, provide Active Directory account management, Lync or Skype for Business account management, and Microsoft Exchange account management. Perform basic workstation and software troubleshooting and basic laptop support to remote users. Interact with clients professionally while exhibiting customer service expertise. Provision and troubleshoot DoD DEE Depot email accounts. Analyze, maintain, and review Standard Operating Procedures (SOPs) and perform remote access into workstations to support onsite and remote users.
Basic Qualifications: 
-2+ years of experience with IT or computer information support

-Experience with working and multi-tasking in a fast-paced work environment

-Knowledge of a ticket tracking system

-Ability to research, diagnose, and resolve technical issues

-TS/SCI clearance

-HS diploma or GED
-CompTIA Security+ Certification or DoD 8570 IAT Level II Certification

Additional Qualifications:

-2+ years of experience with Remedy
-Experience with using Microsoft Office products

-Knowledge of networking devices

-Possession of excellent interpersonal skills

-Possession of excellent oral and written communication skills

-CompTIA, Microsoft, or other industry certifications

-ITIL Certification


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

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