Cordia Hiring for Tier II Support Technician 15931911 Job at Arlington, VA Full Time

• Develop and provide technical coaching and mentoring to other help-desk employees.
• Adhere to process for troubleshooting and task management.
• Oversee implementation of desktop configuration management at the help desk level.
• Gather accurate technical information from customers on reported issues.
• Maintain accurate inventory for all IT hardware and software.
• Assist with the implementation and maintenance of hardware, software, and peripherals.
• Monitor and perform audits of computer systems and backups.
• Responsible for entering time and expenses as they occur.
• Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Provide professional end-user support via telephone, email, or web chat services.
• Provide appropriate documentation on services provided and status updates as needed.
• Train and provide support to client staff on new technology implementations.
• Assist users with account creation, accessing, and using IT systems and other basic user function issues as presented.
• Track and route problems and requests and document resolutions.
• Escalate technical issues appropriately noting accurate and sufficient information to maintain customer service levels within the organization.
• Troubleshoot performance issues and issues with browsers and plugins.

Technical Skills:

• Expert with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join and Autopilot
• Understanding of advanced LAN/WAN infrastructure
• Understanding of server and network device hardware and functions
• Demonstrated ability to troubleshoot computer hardware and peripheral troubleshooting
• Demonstrated ability to perform advanced server administration (user management, group management, DHCP reservations, DNS records, etc..).
• Including server applications, IIS, SSL Certificates, MS SQL Administration, AD Connect, DCPromo
• Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from a Global Administrator and Service Admin perspective.
• Experience working with Microsoft Endpoint Manager for device management is required.
• Demonstrated proficiency in learning new tasks and skills
• Demonstrated proficiency in customer service
• Ability to work on call for emergency calls only.

Education and Experience:

• Bachelor’s degree or equivalent work experience
• CompTIA Network+ and A+ preferred
• Microsoft Office 365 Certification preferred

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