Key skills
Active DirectoryServiceNowCRMCommunication
About this role
KeenLogic is seeking a self-motivated and driven Tier II Help Desk Analyst and Asset Technician with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is onsite and full-time, Monday through Friday.
Description:
The successful candidate will be responsible for Tier II and Asset support of an environment composed Intel based PC and Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call or walk into the customer service center, remotely, or at the customer’s location. The candidate shall be prepared to perform the resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for a more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.
Description:
The successful candidate will be responsible for Tier II and Asset support of an environment composed Intel based PC and Apple workstations and several custom business applications. The candidate will be responsible for assisting customers when they call or walk into the customer service center, remotely, or at the customer’s location. The candidate shall be prepared to perform the resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning). Where required the Tier II candidate will escalate to the eBusiness team for a more detailed level of support. The Tier II will consult with appropriate manufacturers where required in coordination with the business.
Qualifications:
- Bachelor’s degree and 3 years of experience, Associate’s degree and 5 years of experience, or High School diploma and 7 years of experience.
- Experience in IT support, compliance management, or regulatory affairs.
- Strong troubleshooting and technical skills.
- Knowledge of relevant regulations and standards.
- Proficiency with support ticketing systems, auditing tools, and compliance management tools, including ServiceNow.
- Excellent communication and training abilities.
- Strong analytical and documentation skills.
Required Skills:
- Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application
- Install/Configuration/Removal, Performance Tuning)
- Incident/Request (Analysis, Documentation)
- Workstation Imaging/Reimaging
- Mobile Device Management (Provision, Reset, Remote Wiping)
- Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
- Root Cause Analysis
- Active Directory Management
- Miscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves)
- Effective written and oral communication skills
Desired Skills:
- ITIL Service Management
- Policy Analysis
- Workstation Patching/Testing
- Desktop Engineering
- CRM/Ticketing/ACD Systems
- Release Management
- Knowledge Management
Responsibilities:
- Technical Support:
- Provide technical support for NSF-owned IT hardware assets, including workstations and mobile devices.
- Troubleshoot and resolve hardware-related issues.
- Assist with hardware installations, upgrades, and repairs, particularly during the technical refresh cycle.
- Document support activities and resolutions using ServiceNow.
- Coordinate with other IT teams to ensure timely support.
- Compliance and Auditing:
- Conduct audits of NSF-owned IT hardware assets to ensure compliance with policies and regulations.
- Verify the accuracy of asset records and documentation using ServiceNow.
- Identify discrepancies and provide recommendations for improvement.
- Develop and implement audit plans and schedules.
- Report audit findings to management and relevant stakeholders.
- Ensure that IT hardware asset management practices comply with internal policies and external regulations.
- Develop and enforce compliance guidelines and procedures.
- Conduct regular reviews and assessments to ensure ongoing compliance.
- Report compliance status and issues to senior management.
- Provide training and guidance on compliance requirements to relevant staff.