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Help Desk Technician Tier 2 (Remote Currently)

Full Time
Fredericksburg, VA 22401
Posted Today
Job description

The following states are excluded from this job ad: AK, CA, CO, CT, HI, MA, NJ, NY, OR, PR, VT, WA.

Location: Currently remote but may return to onsite or hybrid in the future

Position Description:

The Help Desk Technician Tier 2 provides on-site desktop operations support for Government Furnished Equipment. This support includes creation of user accounts with Active Directory, creation of email accounts, apply permissions to user accounts and install additional application software as required.

Minimum/General Experience: 3 years of service desk, help desk, or information technology experience

Minimum Education: High School education

Essential Skills/Qualifications:

  • Experience with documenting IT troubleshooting processes
  • Experience with providing desktop support to personnel on-site and remote for personal computers, laptop computers and associated peripherals
  • Information Technology Infrastructure Library (ITIL) Foundations Certification desired
  • Excellent interpersonal skills and the ability to work as part of a team
  • Ability to multitask and support multiple different projects as needed
  • Ability to communicate well with senior military leaders and civilian government officials
  • Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
  • High level of integrity and dependability with a strong sense of urgency and results-orientation

Security: Ability to obtain/maintain a Moderate Background Investigation (MBI)

  • U.S. Citizenship or permanent resident

Moderate Background Investigation (MBI) A MBI is conducted by Office of Personnel Management (OPM) and consists of a review of up to but not limited to:

  • Covers 5-10 year period and in some instances lifetime events
  • OPM Security Investigations Index (SII)
  • DOD Defense Central Investigations Index (DCII)
  • National Agency Check (NAC) records
  • FBI name check
  • FBI fingerprint check
  • Credit report check
  • Written inquiries to previous employers and references listed on the application for employment
  • Potential interviews with the subject, spouse, neighbors, supervisor, coworkers
  • Law enforcement check
  • Court records check
  • Education check- Attendance and Degrees

Primary tasks/activities include, but are not limited to:

  • Demonstrate an in-depth understanding of Oxley Enterprises®, Inc. mission, values, operating philosophy, products/services, processes, leadership system, organizational structure, and business strategy.
  • Complete mandatory and development training and activities.
  • Develop, document, and update processes and procedures.
  • Support quality management and business development activities.

Tasks/activities include, but are not limited to:

  • Monitors ServiceNow and Just in Time (JIT) queues for new account creation requests
  • Creates user accounts using Active Directory, creates user mail accounts, assigns permissions and applications for users
  • Works with Tier 1 to complete any additional setup needs for user
  • Provides Tier 2, and System Administration support to personnel on-site and remote by responding to trouble tickets and tracking Service Level Agreements (SLAs)
  • Ensures all Service Level Agreements (SLAs) are met and maintained through the contract
  • Provides input and support contractual deliverables including Contractor Project Management Plan (CPMP), Weekly Status Reports, Monthly Status Reports, Quarterly Status Reports as well as Assessment reports completed during the line of work
  • Utilizes the Knowledge Base to research, analyze, and resolve basic software, network, and hardware questions and problems received by phone, email, chat, or ServiceNow (SNOW) ticketing system
  • Responds to help desk tickets, monitoring and maintaining systems and may refresh laptop/desktop systems
  • Provides and maintains services at multiple Government locations
  • Attends meetings with Government personnel as required
  • Uses automated information systems to analyze routine situations
  • May perform software updates and patches
  • May track hardware inventory
  • May install software
  • Performs other duties as assigned

Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), HUBZone and small disadvantaged business (SDB) that has over 22 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 for 2016, 2017, 2018, and 2021; 2018 CIO Bulletin Top 30 Places to Work; and in Diversity Business' 2014 Top 500 Emerging Business; 2013 Top 500 Emerging Business, Top 100 Diversity Owned, and Top 50 VA Woman Owned. Oxley is a 2019, 2020, and 2021 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

Oxley Enterprises®, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: [email protected] with the following information:

Subject Line: Accommodation Request

Provide a description of your accommodation request

Include your contact information: Full name, Email address, Best number to reach you (optional)

EEO is the Law

Pay Transparency Nondiscrimination

We participate in the E-Verify program.

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