Intermediate Tier II Support Technician (VA, Arlington)
Company: PacArctic LLC
Posted on: January 17, 2020
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
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
* 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
* 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
* 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
* 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.
Knowledge, Skills & Abilities
* Has subject matter expertise (minimum 3 years) in the areas of
Windows Platform solutions with product specific knowledge of
* 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
email@example.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
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
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