COMPANY OVERVIEW

Adaptivestack Technologies, Inc. is looking for a Tier II Service Desk Support Specialist to support federal clients.
In this role, the Service Desk Support Specialist will provide a variety of specialized engineering services to support the delivery of IT Technical services to its customers. The IT services to be provided will require various levels of skillsets and subject matter expertise depending on task complexity. The IT environment is primarily a Microsoft (MS)/Intel-Based and Apple Macintosh (MAC) OS distributed computing infrastructure, both server and desktop. Additionally, the IT environment utilized Microsoft Office applications, Active Directory (AD) Organizational Units (OU), basic networking protocols, network printers, in addition to multiple software applications such as Adobe suite, Blackboard, Microsoft SharePoint, Office 365, Visio, Project, Access and Public Key Infrastructure (PKI). The primary function is to provide on-site Tier II technical support including all tasks required for the administration and management of the existing Exchange/Office infrastructure.

Responsibilities:

• Provide remote, desk side and local infrastructure technical support for the client
• Provide Single Point of Contact Enterprise Service Desk support
• Provide first and second level support to the customer onsite by answering, evaluating and prioritizing incoming telephone, voice mail and email requests for assistance from users experiencing problems with hardware, software, networking and other computer-related issues
• Provide office support for other locally installed IT computing devices, such as servers, line-of-business application servers, and LAN devices.
• End User Support staff facilitate root-cause analysis through a defined process for escalation to Engineers & Developers, including third parties such as hardware and software suppliers and other service providers. Other types of escalations include activities associated with depot operations for repairs (e.g., swapping), shipping and receiving of assets to remote end-users, and warranty repairs.
• Maintain documentation on service desk procedures, problem resolution, prioritization and emergency procedures, as well as update and maintain the Incident Management / Customer Service Operations Center (CSOC) SOP.
• Provide support via telephone, self-service incidents & requests, ServiceNow Chat & Interactions, and email.
• Provide support to the client with the research, installation, maintenance, operation and troubleshooting of audio and video presentation equipment for several conference rooms and departments
• Provide VPN support services
• Configure and deploy new equipment, as required

Knowledge of and experience with the following is preferred:

• ServiceNow
• Microsoft Office 365
• Microsoft SharePoint
• Symantec Endpoint Protection
• Network Printer Management and Configuration
• Demonstrated experience overseeing and supporting service desk operations similar to a scope of 7000 inbound contacts a month and 4,000+ users
• Help Desk Institute (HDI) Certification

Job Type: Full-time
Pay: $45,000.00 - $47,000.00 per year

Benefits:

• 401(k) matching
• Health insurance
• Life insurance
• Paid time off

Work Location: Remot

• Provide remote, desk side and local infrastructure technical support for the client
• Provide Single Point of Contact Enterprise Service Desk support
• Provide first and second level support to the customer onsite by answering, evaluating and prioritizing incoming telephone, voice mail and email requests for assistance from users experiencing problems with hardware, software, networking and other computer-related issues
• Provide office support for other locally installed IT computing devices, such as servers, line-of-business application servers, and LAN devices.
• End User Support staff facilitate root-cause analysis through a defined process for escalation to Engineers & Developers, including third parties such as hardware and software suppliers and other service providers. Other types of escalations include activities associated with depot operations for repairs (e.g., swapping), shipping and receiving of assets to remote end-users, and warranty repairs.
• Maintain documentation on service desk procedures, problem resolution, prioritization and emergency procedures, as well as update and maintain the Incident Management / Customer Service Operations Center (CSOC) SOP.
• Provide support via telephone, self-service incidents & requests, ServiceNow Chat & Interactions, and email.
• Provide support to the client with the research, installation, maintenance, operation and troubleshooting of audio and video presentation equipment for several conference rooms and departments
• Provide VPN support services
• Configure and deploy new equipment, as require