Tier II Service Desk Specialist - 30008 in Doral, FL at Alion Science and Technology

Date Posted: 10/21/2020

Job Snapshot

  • Employee Type:
  • Location:
    Doral, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

MacAulay-Brown, Inc. (MacB) is currently hiring for a Tier II Service Desk Specialist in Miami, FL.  The Tier II Service Desk Specialist will be responsible for:

  • Responds to and diagnoses problems through discussion with users
  • Ensures a timely process though which problems are controlled. Includes problem recognition, research, isolation, resolutions, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  • Provides support to end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors all problems to ensure a timely resolution.
  • Provides, second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Refers more complex problems to intermediate and/or senior level.

Educational Requirement:

  • Associates Degree in IT or Computer Science; or
  • 3 years of IT Help Desk experience.

Additional Technical Skills /Experience Desired:

  • Perform MAC (Moves, Adds and Changes) duties.
  • Microsoft technology stacks (Office, Active Directory).
  • End user hardware: notebooks, desktops, peripherals, monitors, mobile devices.
  • High volume networked multi-function printers support.
  • Knowledge of Windows 7, 8.1 with Mac OS X Knowledge extra.
  • Good troubleshooting skills.
  • Experience in assembling/disassembling computer hardware and computers
  • Understanding of TCP/IP networking.
  • Experience with software installations with desktop applications

    Minimum Training/Certification requirements: DOD 8570.01-M  -  IAT Level II

  • Baseline Certification
    • CompTIA Security+ (equivalent or higher security certification)
  • Computing Environment
    • Windows 10



Security Clearance: Top Secret/Sensitive Comp Info

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