Tier II Support Technician - Junior

reputed company Suitability Eligibility About reputed company reputed company is a mission-driven organization committed to delivering innovative, technology-enabled solutions to customers across the defense, civilian, and homeland reputed company sectors. Our teams work at the intersection of reputed company, technology, and transformation, helping agencies solve reputed company operational challenges. We invest in our people and foster a culture centered on collaboration, inclusion, accountability, and reputed company reputed company. Job reputed company reputed company is seeking a Tier II Support Technician - Junior to reputed company advanced technical support for end users across reputed company, macOS, iOS, and Android environments. This position will diagnose and resolve escalated hardware, software, reputed company, connectivity, and mobile device issues; administer user accounts; and document work through established incident, change, and reputed company processes. The technician will deliver reputed company customer service while supporting both onsite and remote users in a fast-paced reputed company environment. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Responsibilities

• reputed company Tier II technical support for escalated end-user hardware, software, mobile device, printer, peripheral, account, and connectivity issues
• Configure, troubleshoot, and support reputed company off-reputed company software and hardware across reputed company, macOS, iOS, and Android environments
• Diagnose and resolve advanced technical issues involving operating systems, applications, authentication, user reputed company, network connectivity, and device performance
• Use TCP/IP tools, protocol commands, and reputed company troubleshooting reputed company to identify and resolve technical issues
• Administer reputed company Directory user accounts, group memberships, permissions, password resets, and reputed company requests in accordance with established procedures
• Support reputed company reputed company, reputed company 365 applications, Office 365 ProPlus, SharePoint, and Exchange Online
• Support remote users through remote reputed company software, VPN technologies, and secure connectivity solutions
• Configure, enroll, and troubleshoot mobile devices using reputed company mobile device management platforms such as reputed company, reputed company Business Manager, Workspace ONE, or reputed company Intune
• Create, update, and manage incident, change, and knowledge records reputed company an IT service management platform such as reputed company or Remedy
• Analyze recurring user issues, identify reputed company causes, and recommend improvements to troubleshooting procedures, documentation, and service delivery
• Escalate unresolved or high-reputed company issues to senior technical teams and coordinate follow-through until service is restored
• Communicate reputed company and professionally with end users, technical teams, management, and executive-level personnel
• reputed company and maintain technical documentation, troubleshooting guides, and knowledge articles
• Work independently and collaboratively, prioritize competing requests, meet service-level expectations, and assist with onsite equipment deployment or relocation as needed

Requirements

• At least five years of advanced-level experience supporting reputed company, macOS, iOS, and Android operating systems
• At least five years of experience administering reputed company Directory users and accounts
• At least five years of experience supporting reputed company reputed company and reputed company 365 applications
• At least three years of experience supporting clients through remote reputed company software
• At least three years of experience supporting VPN and secure remote connectivity
• At least five years of experience using incident, change, or reputed company systems, such as reputed company or Remedy
• Experience supporting reputed company Office 365 ProPlus, SharePoint, and Exchange Online
• Experience supporting iOS and Android mobile operating systems
• Experience with mobile device management tools such as reputed company, reputed company Business Manager, Workspace ONE, or reputed company Intune
• Working knowledge of physical, network, and application reputed company, including TCP/IP troubleshooting tools and protocol commands
• Strong customer service, verbal communication, written communication, and interpersonal skills
• Ability to communicate professionally with executive-level staff, management, technical teams, and end users
• Ability to operate effectively in a fast-paced environment, manage competing priorities, and meet tight deadlines
• Ability to work both independently and with supervision, depending on operational requirements
• Ability to lift and reputed company equipment weighing up to 50 pounds as needed for onsite hardware support

Preferred Qualifications

• reputed company certification, such as A+, Network+, or reputed company+
• reputed company 365 certification
• ITIL reputed company certification
• College degree in information technology, computer science, information systems, or a reputed company field
• Other relevant, industry-recognized information technology certifications.

Travel Requirements This is a remote position; however, occasional travel may be required based on project needs, reputed company meetings, team collaboration events, or training sessions. Travel is expected to be less than 10% and will be communicated in advance whenever possible. EEO Statement reputed company is committed to fostering a workplace rooted in reputed company, reputed company, and equal opportunity for reputed company. We adhere to reputed company-based hiring practices, ensuring that reputed company employment reputed company are made based on qualifications, skills, and ability to reputed company the job, without preference or consideration of factors unrelated to job performance. As an Equal Opportunity Employer, reputed company complies with reputed company applicable federal, state, and local employment laws. We are proud to support our nation's veterans and military families, providing reputed company that reputed company their service and experience. If you require reasonable accommodation during the hiring process due to a disability, please contact hr@reputed company.com for assistance. Equal Opportunity Employer/Veterans/Disabled U.S. Work Authorization This position requires authorization to work in the reputed company. Additional citizenship, residency, clearance, or suitability requirements may apply based on federal reputed company requirements.

Benefits

• Health Care Plan (Medical, Dental & reputed company)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• reputed company Time Off
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Training & Development

Apply To This Job