Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has advanced technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Required Skills

Required Experience

Qualifications:

• Requires a high school diploma/GED and 3+ years of Desktop Support experience.
• Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Must have experience imaging new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC’s, laptops, tablets, printers), PC operating systems, (Windows 10/11, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.
• Must have demonstrated experience supporting a Windows 10/11 environment; MacOS experience is highly desired.
• ITSM ticketing system experience required; ServiceNow experience is preferred.
• Demonstrated ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team.
• Relevant certifications such as Microsoft Endpoint Administrator (highly desired), ACSP, ITILv3 (or higher), are desired.
• Must be able to attain agency suitability clearance prior to start date.

Essential Functions

• Process technical services orders, inquiries, and requests for quote
• Work with technical services via phone queue and email and fulfill their needs
• Provide timely and accurate information to technical services regarding product specifications, pricing, and lead times
• Obtain accurate pricing and lead times from suppliers
• Clearly communicate delivery and confirmations to technical services
• Order entry on KPS Global quote system software
• Regularly update technical services with current order status
• Work with internal and external customers to understand and fulfill their needs
• Make recommendations on products that best meet technical services requirements
• Offer alternatives to ensure technical services needs are most appropriately met
• Generate change orders as needed as well as tracking information for requests
• Communicate clearly with the warehouse to ensure orders are processed accurately and shipped/delivered in a timely manner
• Work directly with warehouse staff on expedites and rush orders
• Clearly communicate orders with expedited shipping methods
• Customer data maintenance as needed in the quote and order system
• Work with accounting on purchase order terms & conditions
• Work out discrepancies with customers promptly
• Manage multiple quotes and bids simultaneously setting appropriate prioritization amongst competing projects to meet specified deadlines
• Execute necessary changes within 3rd party systems- Service Channel as an example