Tier II Administrator - 1619

Aug 17, 2018
Sep 21, 2018
Full Time

The MIL Corporation seeks a Tier II Administrator to support a Federal Government client in Culpeper, VA. The Tier II Administrator is the central point of contact for all IT related incidents and service requests and is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

• Provide support for all staff
• Provide services over the phone, through e-mail, in person (for walk-in customers) and self-service
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
• Assist users with any logged IT related incident
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Accurately record, update and document requests using the IT service desk system
• Install and configure new IT equipment
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers and scanners
• New hardware and software deployment
• Resolve Critical Service Requests for workstation equipment
• Remove and cleanup malware, isolated viruses and spyware
• Maintain a first-class level of customer service ensuring all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Willingness to attend internal training as necessary, to keep up to date with the latest technology and internal system processes
• Participate in the Annual Performance Review process
• Actively support equality and diversity policies of The MIL Corporation and The Federal Government client
• Undertake other duties not specifically stated without altering the nature or level of responsibility

Required Qualifications
• General knowledge of Tier III desktop hardware / software support
• 2+ years previous Tier II / Tier III desktop hardware / software support
• Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Previous experience within a customer service role
• Excellent organizational skills
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Good attention to detail and ability to show initiative
• Ability to plan and prioritize work load without supervision
• Ability to prioritize, manage and perform under pressure to meet SLAs
• Excellent knowledge of Customer Service best practices
• Willingness to work flexibly and with enthusiasm
• Ability to work in a dynamic, fast-paced environment
• A highly motivated team player with the skills and ability to manage changing priorities

Desired Qualifications
• AS / BS in Computer Science or other relevant Information Technology field
• A+, MCSA, ITIL Foundation Certificate (V2)
• 5+ years previous Tier II/ Tier III desktop hardware/ software support
• Experience working with the Microsoft System Center Configuration Manager (SCCM), Encryption Software (e.g. McAfee Encryption, Truecrypt, bitlocker)
• Previous experience working with a Federal Government client


Public Trust

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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