Tier II Help Desk Technician (m/f/d)

at  Vectrus

Overview:
The Tier II Help Desk Technician (m/f/d) provides all GCMC participants and staff with responsive, qualified, and knowledgeable IT Call Center and Help Desk support, in accordance with the DSCA-Marshall Center CIO Service Request Policy Memorandum. Help Desk requests may be received in person, over the telephone, by email, or via the Systems Support Division ticket system. Contractor shall enter telephone request calls, emails, and in-person requests into the ticket system, in accordance with the DSCA Marshall Center Ticket Handling SOP Memorandum.

• Manages Active Directory User Accounts and groups.
• Installs and troubleshoots all Government-approved IT equipment such as desktops, monitors, printers.
• Installs and troubleshoots all Government-approved operating systems and COTS software for desktops, laptops, and other mobile devices.
• Demonstrates how to login to the network, save and retrieve files, how to find course materials, and how to effectively use all the GCMC IT resources available, as required by the Government.
• Performs as interface between Participants and SSD for all participant mobile devices, to include inventory control, imaging, issuance, and retrieval of the assets for course participants in coordination with the SSD Asset Manager.
• Provides Tier 1 support for GCMC, to include all sections of SSD such as Networking, Systems, DevOps, Information Assurance, and will escalate requests and incidents in accordance with documented SOPs.
• Ensures that all processes used by the Help Desk are thoroughly documented, consistently audited, and regularly improved.
• Works with IT Project Manager on project planning and execution for Help Desk related tasks and provides accurate reporting for manning and task status.
• Manage the GCMC Microsoft System Center Configuration Manager (SCCM) and HCL BigFix to include the following tasks:
• Creates, manages, and maintains Windows images, software deployment packages, task sequences, Windows and third-party software updates and patches, containers and schedules.
• Manages GCMC test groups for Windows and 3rd party software updates and patches, and ensures testing is completed based on documented SOPs.
• Assists with managing the Mobile Device Management system for all GCMC approved mobile devices in accordance with documented SOPs.
• Provides Tier 2 support to all sections of SSD including Networking, Systems, DevOps, Information Assurance, and Contractor will escalate requests and incidents in accordance with documented SOPs