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Junior Help Desk Tier 2


Jr. Help Desk Tier II
(Please note: Active DoD Secret clearance required)
Indev is an information technology strategy and systems integration company serving the government marketplace. Our strategic and technical experts partner with numerous federal agencies to deliver cutting edge IT solutions that enable organizations to better achieve their mission objectives and critical national security imperatives. We believe in our clients' missions and understand the challenges they face in serving the American people.
We bring proven expertise in enterprise architecture, portfolio management, cloud migration, software development, data management, and cybersecurity. Our service offerings are designed to help our clients increase cost-effectiveness, improve process efficiency, integrate information and transition to next-generation technology.
Indev is looking for creative thinkers and problem solvers to join our client's growing team. You will be joining a truly collaborative team that values new ideas. These are direct hire, full time positions with excellent salary and benefits. Indev provides a competitive benefits package to include, Medical, Dental, 401k with match, Flexible Spending Account, Short/Long Term Disability, Life Insurance, Paid Time Off, including vacation and holiday pay.
Job title: Junior Help Desk Tier II
Locations: Aberdeen and Adelphi, MD
Security: Active DoD Secret Clearance Required
Certifications:
CompTIA Security+ CE
Microsoft Certification - MCP in Windows with 1 year experience in related fields preferred.
ITIL v3 Foundations Certification also a plus
Required Education: High School Diploma
Minimum Years of
Experience:
1-2 Years of years of current technical experience in a Windows helpdesk environment and 2 years customer service skills.
Job Description:
The Tier 2 Help Desk will provide telephone, online and in-person technical customer support to resolve software and hardware issues on PC desktop and laptops in a DoD environment.
Responsibilities:
Handling incoming work orders, emails, and phone calls for a customer base of over 1500.
Installing and troubleshooting a variety of software packages in a Windows environment utilizing remote access software and desk-side visits.
Setting up and troubleshooting various printers, scanners, and other peripherals
Assisting users with account setup, data backups, and general usage of desktop and laptop PC's.
Computer lifecycle replacements utilizing WIM.
Laptop VPN configuration and support using Cisco products.
Track various projects and assignments by updating work orders in ticketing system (Currently CA Service Desk), Excel spreadsheets, and various databases (data input).
Maintaining systems to meet or exceed client security requirements.
Required
Experience:
A minimum of 1 year of technical experience in a Windows helpdesk environment and minimum 2 years customer service skills are required.
Technical school or college can be substituted for experience.
Possess basic troubleshooting and computer configuration skills within a Windows environment.
Applicant must be familiar with Microsoft Office 2013, Adobe products, WIN Image, and a wide variety of COTS/GOTS software, and static TCP/IP configurations.
Experience with CA UniCenter Service Desk and IAVM process a plus but not mandatory.
Must have a professional friendly attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment!
Must be able to work independently or as part of a team.
Solid communication skills; both verbal and written are must.
Technical Areas:
Possess strong troubleshooting and computer configuration skills within a Windows 7 environment. Applicant must be familiar with Microsoft Office Suites, Adobe Suites, WIM, McAfee products, and a wide variety of COTS/GOTS software. Basic networking knowledge and static TCP/IP configurations is helpful. Experience with CA UniCenter Service Desk a plus but not mandatory.
Must have a professional attitude, strong work ethic, and the ability to work in a fast-paced, dynamic environment! The candidate must be able to work independently or as part of a team. Solid communication skills, both verbal and written are also a must.
About Indev:
Indev is a fast growing information technology strategy and systems integration company serving the government marketplace. Our strategic and technical experts partner with numerous federal agencies to deliver cutting edge IT solutions that enable organizations to better achieve their mission objectives and critical national security imperatives. We believe in our clients' missions and understand the challenges they face in serving the American people.
We bring proven expertise in enterprise architecture, portfolio management, cloud migration, software development, data management, and cybersecurity. Our service offerings are designed to help our clients increase cost-effectiveness, improve process efficiency, integrate information and transition to next-generation technology.

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