Intermediate Tier II Support Technician (VA, Arlington)

Company: PacArctic LLC
Location: Arlington
Posted on: January 17, 2020

Job Description:

Description

PacArctic (PAC) is currently looking for an experienced Intermediate Tier II Support Technician to provide expert support for ongoing operations of Helpdesk support services and other related areas and project work for all OIG systems supported by EXIT. This position will support PacArctic and our government customer.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Responsibilities & Duties performed are as follows:

* Tier II work examples include supporting the OIG enterprise desktop production environment, and the completion of system enhancements, upgrades, patches, vulnerability mitigation and migrations. This support should include the use of standard processes, best practices and methodologies, and any supporting toolkits and technology necessary to create end-to-end management around \\"end-user\\" devices, software and peripherals.

* Provide implementation of seat management lifecycle processes to oversee the provisioning, tracking, configuration, support, maintenance, upgrades, refresh and end-of-life for designated and approved hardware and software. These processes shall be tracked, monitored and reported via OIG reporting platforms (both proprietary and generic). All tier II work may be required to function desk-side with the user present or not.

* Provide support that may include assisting customers through navigation of approved systems along with following processes and procedures that the OIG has defined. This support includes answering questions on policies and procedures that all tiers of contractors are trained to answer; these questions shall be addressed at the appropriate tier.

* Provide Tier II support for issues of a more technical or specialized nature and are the result of following an escalation by tier one (1). Tier two (2) will also provide occasional higher levels of support and expedited service response times based on a small population of high priority tasks in the Main Interior Building.

* Provide asset provisioning, configuration, deployment, tracking, warranty management, tagging, refresh, and disposal management.

* Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.

* Support workstation devices, including Government owned locally attached computers, laptop computers, tablet PCs, monitors, docking stations, printers, scanners, network-attached copiers, CD and DVD burners, multi functional devices (printer, scanner, fax), USB devices, mobile handset phones and devices, Air Cards, network servers supporting printing, copying, scanning functions, and other approved devices in the product catalog.

* Perform physical inventory and property tracking \\"wall-to-wall inventory\\" on a bi-annual basis which shall include inventorying all system assets, both physical and logical. This includes validation and adjudication of inventory with 100% accuracy.

* Deploy and manage desktop hardware (including display and attached peripherals), mobile devices, and software (e.g., operating system, personal productivity, office automation software, and modal applications residing on users devices).

* Deploy and manage locally attached or network printers, storage devices, and miscellaneous government-owned peripherals.

* Conduct IT briefings and training to OIG personnel as required.

* Support operating system environment (Windows 10, Windows 7).

* Provide user support in the areas of email, directory & network services, and Windows desktop applications; knowledgeable in O365, Windows 10. Skype for Business, Adobe

* Communicate with users and management to ascertain procedures followed and identify source and cause of errors.

* Obtain end-user acknowledgment for completion of service request.

* Capable of working standard and off duty hours as required to support and sustain OIG IT functions.

* Ability to communicate with users and management effectively.



Position Requirements

Knowledge, Skills & Abilities

* Has subject matter expertise (minimum 3 years) in the areas of Windows Platform solutions with product specific knowledge of Microsoft Windows.

* Certified A+ and Network+ or holding a comparable Microsoft IT certification such as MCP or MCSE.

* Information Technology Infrastructure Library (ITIL) skill.

Working Environment & Conditions

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to stand for extended periods of time. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus. Includes travel to local, remote and out of state locations.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag.com or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.

Travel Requirements


Security Clearance
US Citizen with Top Secret

About our Company

PacArctic provides high-end federal acquisition support services, cultural resource surveys, professional facility management and critical infrastructure protection, as well as business transformation and process improvement services. Additionally, PacArctic provides program management of specialized IT services such as employee assistive technologies, photogrammetry utilization for native rock art recording, and geographic information systems (GIS) program management for transportation planning needs.

Excellence, Integrity, Accountability

Keywords: PacArctic LLC, Washington DC , Intermediate Tier II Support Technician (VA, Arlington), Professions , Arlington, DC