Service Desk Tier 2 Engineer

Responsibilities

• Provide Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Troubleshoot Windows 10, macOS, and Linux workstation environments.
• Support enterprise applications and software commonly used within NIH environments.
• Escalate complex issues to Tier 3 engineers when appropriate.
• Systems & Connectivity Support:
• Troubleshoot VPN connectivity issues and remote access technologies.
• Support wireless networking technologies and user connectivity issues.
• Configure, install, maintain, and upgrade desktop and mobile computing devices.
• Aid with workstation deployments, system refreshes, and technology rollouts.
• Audio Visual & Conference Room Support:
• Troubleshoot audiovisual systems, collaboration technologies, and conferencing equipment.
• Provide support for virtual meetings, hybrid meetings, webinars, and conferences.
• Assist users with Microsoft Teams, Zoom, WebEx, and other collaboration platforms.
• Ensure conference room technologies remain operational and available.
• Technical Evaluation & User Support:
• Provide technical guidance and support to NIH users and stakeholders.
• Afford assistance with testing and validation of hardware, software, and mobile device technologies.
• Document issues, resolutions, and support activities within the IT service management platform.
• Maintain high levels of customer satisfaction through responsive and professional support.
• Service Desk Operations:
• Respond to incidents, service requests, and escalations in accordance with established service levels.
• Maintain accurate ticket documentation and resolution records.
• Participate in continuous service improvement initiatives.
• Collaborate with infrastructure, security, and engineering teams to resolve technical issues.
• Perform other duties as assigned.

Qualifications

• Minimum of three (3) years of experience providing desktop support, service desk support, or end-user technical support.
• Experience supporting Windows 10, macOS, and Linux environments.
• Experience troubleshooting VPN, wireless, and network connectivity issues.
• Experience supporting enterprise applications and end-user technologies.
• Experience supporting audiovisual systems, conference room technologies, and virtual meeting platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work independently and collaboratively within a team environment.
• Ability to obtain and maintain a federal background investigation.
• Candidates must possess the following certifications: ITIL Practitioner, LPIC-1, Microsoft Role-Based Certifications, CompTIA A+.