Tier 2 technician
ECS
- Washington DC
- Permanent
- Full-time
- Handling requests related to hardware such as:
- Desktop computers;
- Zero Client devices;
- Laptops;
- Mobile devices;
- Printers;
- Projectors;
- Monitors;
- Computer peripherals such as keyboards, mice, compact disc (CD)/digital versatile disc (DVD)/storage drives;
- Fax Machines;
- Handling the coordination of repairs of devices under warranty with vendors;
- repairing and replacing IT assets from FCC stock as required;
- Maintaining adequate inventory and status of all IT devices used by FCC personnel within the FCC Asset management system;
- Installing/moving/”returning to stock” end user IT devices (this is performed on-site for HQ, Gettysburg, and the Columbia facility; field offices will ship “returning to stock” items);
- Managing the FCC IT equipment loaner program;
- Performing setup of end user equipment for presentation as requested including video conference presentations;
- Following procedures and policies defined by the FCC’s asset manager and IT asset manager;
- Provide Desktop Support Services to include, at a minimum:
- Planning, maintenance, troubleshooting, break fix, upgrade, patching, roll-outs, and enhancements for all operating systems and related software on desktops, virtual desktops, and mobile devices;
- troubleshooting systems and applications;
- installation of non-routine software;
- Maintenance and deployment of images for operating system (OS) deployments;
- Assisting users with data transfers, training users on non-typical functions;
- Preparing equipment for deployment by ensure adequate OS of equipment is operational;
- Verifying operating status of returned equipment;
- Providing RSA token support consisting of tracking, supporting, and documenting activities in the ITSM system;
- Configuring all IT end user devices before deployment; and Adherence to policies and procedures for ensuring encryption of data at rest and in transit for all mobile devices.
- At least 3+ Years of Relevant experience.
- Must possess the ability to clear Public Trust.
- A + Certification.
- Proficient knowledge in addressing Tier 2 tickets.
- Strong analytical skills and ability to address Tier 2 activities on a large program.
- Ability to communicate effectively in writing and verbally.
- Be a team player.
- Ability to provide customer service.
- Ability to perform basic IT troubleshooting.
- A+ Certification.