Provide Tier 3 end user system administration support via telephone, deskside, or remote to users related to their hardware, network connectivity, operating systems, email, end user and business applications, printers, smart phones/mobile devices, and other standard end user managed tools, hardware, and peripherals. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Create and deploy standard system images. Use PowerShell and Power BI to create custom reports and use PowerShell to automate maintenance processes. Collaborate with cross-functional teams and vendors to resolve hardware and software issues.

Required Skills

Required Experience

Qualifications:

· Requires a high school diploma/GED and a minimum of five years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.

· Requires advanced Tier 3 experience supporting standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), and Active Directory.

· Must have significant experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.

· Must have thorough understanding of physical, network, and application layers, and with TCP/IP tools and protocol commands to resolve technical issues.

· Must have advanced PowerShell and Power BI skills.

· ITSM ticketing system experience required, BMC Helix experience is preferred.

· Must be able to lift up to 50 pounds

· Occasional travel outside of the DMV may be required.

· 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 in a fast-paced environment.

· Must be able to attain agency suitability clearance prior to start date.

· Experience supporting a mid-sized Federal agency enterprise is a plus.

· Relevant certifications such as A+, ITIL 4, ACSP, and M365 are preferred, but not required.

• Must be able to stand and walk on concrete up to 100% of the work day
• Must be able to bend, stoop, kneel, and crouch
• Must be able to lift and carry 50 lbs along and over 50 lbs with assistance
• Must be able to climb and balance
• Must be able to use hands to reach, handle, and/or feel
• Must be able to visually inspect products
• Must have manual dexterity in hands for tool usage
• Must be able to work in a non-temperature controlled environment
• Must be able to wear all required personal protective equipment