Job Description
Insight Global is looking to bring a Tier 2 Desktop Support Technician to the team out of Jacksonville, Fl in support of a Federal client. The individual will be responsible for the following:
Day-to-Day:
* Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.).
* Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc.
* Software support includes upgrade or reinstalling operating systems, application software, utility software, and procured/developed standard system software.
* Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus/malware, warranty parts and repairs, data backup and recovery, and system administration support.
* Technicians document all reported problems and issues and provide training to customers on technical solutions and proactive technical support measures.
* Technicians provide minor infrastructure tasks as requested and approved by the customer and contract management.
* Deskside technicians provide on-site support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.
* Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.
* They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers.
* These services are provided through remote access.
Required Skills & Experience
* 2+ years of previous Tier 2 Deskside Support experience
* Active Security+ certification
* Secret Clearance
Nice to Have Skills & Experience
* Possess superior IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary
* Proven knowledge of basic PC troubleshooting of Windows 7 and 10, Microsoft Office applications, iPhone devices, Android devices, IronKey devices, and local and/or network printers
* Experience with Macintosh devices preferred
* Ability to follow through multiple issues in a fast paced environment with dynamic priorities
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.