Tier 2 Network Installation Technician
Tier 2 Network Installation Technician-ONSITE
DC-Washington
Must be US Citizen per client
Responsibilities :
We are seeking a Tier 2 Imaging Technician (Network Installation Technician) to join the End User Support Team for a federal customer in the DC Metro area.
This resource must have experience installing, configuring, testing, and troubleshooting end-user workstations, and related hardware in order to deliver required desktop service levels.
Duties and Responsibilities :
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
- Provide excellent technical knowledge of laptop / desktop hardware and associated diagnostic tools to perform diagnostics
- Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for users as needed
- Assess the need for and implement performance upgrades to laptops, including RAM and fan replacements, recommend for warranty repair
- Collaborate with computer endpoint deployment team and network administrators to ensure efficient operation of the desktop computing environment
- Administer and resolve issues with associated end-user workstation networking software products
- Posses familiarity with ServiceNow ticketing system
- Follow established Service Desk processes for ticket management
- Develop and maintain Knowledge Documents (Work Instructions) in accordance with Knowledge Management processes
- Work with Knowledge Manager, including provide content for knowledge base articles
- Possess and applies expertise on multiple complex work assignments.
- Provide analysis related to the design, development, and implementation of hardware for products.
- Liaise with third-party support and vendors, as needed
- Support and provide feedback to ensure continual process improvement
- Provide rapid support response for break / fix
Qualifications :
Education and Years of Experience :
Bachelors in Engineering, Computer Science or other related field. 1.5 yrs. experience 1 yr. of College (non-degreed 6 yrs. of experience)
Required and Desired Skills / Certifications :
- Bachelor's with 2-4 years of experience
- Exceptional customer service skills
- Ability to prioritize and execute tasks in a high-pressure environment
- Ability to manage multiple tasks simultaneously
- ServiceNow experience preferred, or with similar ticketing system
- Basic knowledge of SCCM
- Critical thinker; must be analytical and have strong problem-solving abilities
- Must have a strong technical knowledge of PC and Desktop hardware
- Working knowledge of current operating systems and standards
- Two (2) years of experience in the following areas : Installation, operation, and maintenance of Windows Infrastructure and connected devices.
Additional Requirements :
- Certifications :
- ITIL Foundation
- A+ or Network+
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