AEEC
The Tier II Service Desk Technician Helpdesk/Phone Support serves on-site at the customers headquarters facility Monday through Friday from 8:00AM to 4:00PM, and will serve as a backup for surge support on one Saturday shift per month, as necessary.
Responsibilities
Provides support for the latest version of Windows (Windows 11, 10, etc.) and various software products (MS Office, Internet Explorer, Outlook, Adobe Acrobat, etc.). Thoroughly describes and documents work using the current ticketing system. Collaborates with the Service Desk Manager to resolve extensive issues. Provides Tier I and Tier II technical support for end users. Supports the Tier I Help Desk technician. Performs in-depth troubleshooting for unresolved issues by Tier I agents. Provides reports to the Service Desk manager or Contract Program Manager as requested. Triages, tracks, and routes inquiries to the appropriate internal resources. Performs other duties as assigned. Qualifications
High school diploma or equivalent; fluent in reading, writing, and speaking English. Six (6) or more years prior Help Desk experience. Working knowledge of Windows 10 and later operating systems. Hardware experience: HP/Dell laptops, desktop hardware, and printers; Apple iPhones, iPads, and Microsoft Surface tablets. Wireless experience: 802.11 protocols and Level I/II VoIP operations and troubleshooting. Mobile Devices experience: Ability to support and maintain mobile devices, including experience with device management. Asset Intelligence experience: Asset management processes, including IT hardware and software and software licenses. Knowledge of incident and problem management. Experience collaborating within help desk teams; team player, client-focused. Excellent working knowledge of MS Office products (Excel, Word, etc.). Strong analytic skills, attention to detail, and the ability to demonstrate strong and orderly thought processes. Ability to independently research problems and locate solutions using industry tools, web resources, and vendor sources. Ability to communicate effectively and professionally with excellent listening skills. Ability to troubleshoot issues. Ability to learn quickly and retain information. Ability to type/keyboard at 40 wpm or better. Ability to utilize proper grammar in all written communications. Ability to multitask efficiently (enter a ticket and listen to a user/Live Chat and assist a caller). Prompt and reliable. Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber). Requirements
Must be able to pass a pre-employment drug test and periodic, unannounced random drug tests. Must be able to pass a pre-employment criminal background check. Must be able to crawl, climb, stand, and lift up to 75 lbs., with or without reasonable accommodations. Must be able to pass a fit for duty physical exam. Must have a valid drivers license and currently have and be able to maintain a good driving record. Must be available for regular short-term travel and occasionally travel for more than one week at a time. Must be willing to work flexible hours, overtime, and occasional weekends, holidays, and nights. Physical Demands
While performing duties of the job, the incumbent is occasionally required to stand, walk, sit, use hands and fingers, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus. The noise level in the work environment is usually moderate. Benefits
AEEC offers competitive wages with benefits (Medical, Dental, and Vision Insurance, Life Insurance, Short-term/Long-term disability, HSA, Flex Spending, 401k, and a 529 college savings plan). Medical, dental, and vision benefits start the first of the month following the start of full-time employment. About AEEC
AEEC is an award-winning CMMI Level 3 and ISO accredited professional services organization with a proven track record of providing technology and engineering solutions to the commercial and federal market since 1995. AEEC provides leading-edge innovative technology solutions to solve customers complex business problems. We build long-lasting business relationships based upon integrity, resourcefulness, ingenuity, and fully delivering commitments. AEEC possesses the fundamental IT and engineering skills needed to objectively evaluate problems and develop technically sound, cost-effective solutions. AEEC has been featured in a Harvard Business School Case Study on the topic of innovation. Our customers and their missions come first. We want to add value to every engagement. We will demonstrate integrity and responsiveness in all of our business practices, emphasizing teamwork and respect for everyone. Our mission is our customers success. We strive to responsively solve our customers needs. Our current skills are IT and Engineering services. #J-18808-Ljbffr
Provides support for the latest version of Windows (Windows 11, 10, etc.) and various software products (MS Office, Internet Explorer, Outlook, Adobe Acrobat, etc.). Thoroughly describes and documents work using the current ticketing system. Collaborates with the Service Desk Manager to resolve extensive issues. Provides Tier I and Tier II technical support for end users. Supports the Tier I Help Desk technician. Performs in-depth troubleshooting for unresolved issues by Tier I agents. Provides reports to the Service Desk manager or Contract Program Manager as requested. Triages, tracks, and routes inquiries to the appropriate internal resources. Performs other duties as assigned. Qualifications
High school diploma or equivalent; fluent in reading, writing, and speaking English. Six (6) or more years prior Help Desk experience. Working knowledge of Windows 10 and later operating systems. Hardware experience: HP/Dell laptops, desktop hardware, and printers; Apple iPhones, iPads, and Microsoft Surface tablets. Wireless experience: 802.11 protocols and Level I/II VoIP operations and troubleshooting. Mobile Devices experience: Ability to support and maintain mobile devices, including experience with device management. Asset Intelligence experience: Asset management processes, including IT hardware and software and software licenses. Knowledge of incident and problem management. Experience collaborating within help desk teams; team player, client-focused. Excellent working knowledge of MS Office products (Excel, Word, etc.). Strong analytic skills, attention to detail, and the ability to demonstrate strong and orderly thought processes. Ability to independently research problems and locate solutions using industry tools, web resources, and vendor sources. Ability to communicate effectively and professionally with excellent listening skills. Ability to troubleshoot issues. Ability to learn quickly and retain information. Ability to type/keyboard at 40 wpm or better. Ability to utilize proper grammar in all written communications. Ability to multitask efficiently (enter a ticket and listen to a user/Live Chat and assist a caller). Prompt and reliable. Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber). Requirements
Must be able to pass a pre-employment drug test and periodic, unannounced random drug tests. Must be able to pass a pre-employment criminal background check. Must be able to crawl, climb, stand, and lift up to 75 lbs., with or without reasonable accommodations. Must be able to pass a fit for duty physical exam. Must have a valid drivers license and currently have and be able to maintain a good driving record. Must be available for regular short-term travel and occasionally travel for more than one week at a time. Must be willing to work flexible hours, overtime, and occasional weekends, holidays, and nights. Physical Demands
While performing duties of the job, the incumbent is occasionally required to stand, walk, sit, use hands and fingers, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus. The noise level in the work environment is usually moderate. Benefits
AEEC offers competitive wages with benefits (Medical, Dental, and Vision Insurance, Life Insurance, Short-term/Long-term disability, HSA, Flex Spending, 401k, and a 529 college savings plan). Medical, dental, and vision benefits start the first of the month following the start of full-time employment. About AEEC
AEEC is an award-winning CMMI Level 3 and ISO accredited professional services organization with a proven track record of providing technology and engineering solutions to the commercial and federal market since 1995. AEEC provides leading-edge innovative technology solutions to solve customers complex business problems. We build long-lasting business relationships based upon integrity, resourcefulness, ingenuity, and fully delivering commitments. AEEC possesses the fundamental IT and engineering skills needed to objectively evaluate problems and develop technically sound, cost-effective solutions. AEEC has been featured in a Harvard Business School Case Study on the topic of innovation. Our customers and their missions come first. We want to add value to every engagement. We will demonstrate integrity and responsiveness in all of our business practices, emphasizing teamwork and respect for everyone. Our mission is our customers success. We strive to responsively solve our customers needs. Our current skills are IT and Engineering services. #J-18808-Ljbffr