Help Desk Technician Tier 2 - Highlight Technologies

Highlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center.

• Receive and resolve Level II requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel, reboot servers and utilizing multiple data sources and tools in the diagnosis and assessment of system degradation which include Citrix, Active Directory, Remedy, WhatsUp Gold (WUG): MS Office, Microsoft TEAMS, MS Exchange Management Console, Internet Explorer.
• Provide Tier II support to resolve problems on internal and customer systems and escalate problems to Tier II/III support.
• Escalate and communicate customer issues and network related alerts to Level 3 NOC staff, management and administration as defined by policies and escalation procedures.
• Monitor network appliances/infrastructure, servers, operating systems, software applications, and hardware.
• Monitor system availability and performance tools. Work as a team member to meet or exceed service level targets.
• Demonstrate exceptional oral and written communications, including customer service skills with attention to detail; ability to multi-task efficiently; work independently and/or as a part of a team with capability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.
• Knowledge of Windows & Mac hardware and software products for troubleshooting efforts.
• Managing and supporting end-user devices, such as desktop systems and other peripheral equipment.
• Perform physical inventory validation as requested.

• Responsible for telephone set up and deployment including moves, adds and changes, cell phone and mobile device management.

• Resolve complex technical problems affecting mobile devices and troubleshooting of various hardware and software related issues.

• Responsible for managing the customers onsite requiring a new phone or resolving any issues related to the mobile device.

• Provide end-to-end deployment of mobile devices, including collecting and maintaining required paperwork.

• Setup mobile devices either manually or in an MDM (Mobile Device Management) environment.

• Deploy and track all mobile device shipments.  Collect, decommission, and dispose/surplus of all retired mobile devices.

• Provide/update the mobile device vendor websites with accurate user and mobile device information for cell phones, hotspots, etc.

• Manage device application assignments within an MDM environment. 

• Troubleshoots hardware and software problems and errors in mobile devices and equipment or software, determines cause of error or stoppage and applies corrective steps or standard operational techniques in cases where stoppage can be corrected.

• Advises Users of operational techniques to correct stoppage, as appropriate.

• Other duties as assigned.

• Public Trust eligible
• 1-3+ years of experience as a Help Desk Technician
• Possesses a range of skills and knowledge in computer hardware and software
• Extensive experience supporting Microsoft based platforms (Windows 7 or higher, Active Directory, Microsoft 365, Office Productivity Suite)
• Proficient in Remote Desktop services and Active Directory management
• Knowledge of Windows & Mac hardware and software products for troubleshooting efforts
• Managing and supporting end-user devices, such as desktop systems and other peripheral equipment
• Working knowledge of Service Now
• Asset Lifecycle Mgmt./Maint.
• Experience in understanding VPN and LAN/WAN network troubleshooting
• Understanding of internet security and data privacy principles

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. 

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com  Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.

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