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Desktop Tier 2 Technician at AAC

Rockville, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Jul, 26

Salary

0.0

Posted On

02 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Desktop Support, Windows, MacOS, ServiceNow, Hardware Troubleshooting, Software Installation, Printer Support, Mobile Device Management, Network Troubleshooting, Email Support, System Imaging, Account Provisioning, Incident Management, Technical Documentation, Peripherals Support

Industry

Information Technology & Services

Description

Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has advanced technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Responsibilities

Provides Tier 2 technical support for hardware, software, and mobile devices while managing user account provisioning and equipment lifecycle. Documents and tracks all incidents and service requests using the ServiceNow platform.