Tier 2 Help Desk Technician Country Intelligence Group, LTD Washington, DC Country Intelligence Group is seeking a Full Time Tier 2 Help Desk Technician to support our client located in Washington D.C. The candidate will perform duties in support of a wide variety of IT issues for end-users. They'll follow strict ITIL and

ISO 20000-1

guidelines using ITSM system with monitored SLAs. They also need to be well-versed in Windows operation systems with hands-on experience troubleshooting end-user technology problems.

Tasks Performed:

Perform duties in support of a wide variety of IT issues for end-users. Follow strict ITIL and

ISO 20000-1

guidelines using ITSM system with monitored SLAs. Well-versed in Windows operating systems with hands-on experience troubleshooting end-user technology problems. PC, laptop, desktop, and software issues Installation and configuration Windows 10, MacOS a plus, MS Office (O365), Email, MS Teams, Active Directory Phone Support User Account Management VTC setup and support for meetings

Education, Experience and Qualifications:

Minimum High School Diploma (Required) Associates Degree in Technology field (Preferred) Minimum three (3) years related Help Desk work experience (Required) Minimum five (5) years of experience with Microsoft Windows (Required) Excellent technical knowledge of computer hardware Hands-on Windows 10 troubleshooting Microsoft Office including O365 installation and troubleshooting Basic Network troubleshooting skills including Wireless and LAN Experience using ITSM system with SLA's (ManageEngine a plus) Intermediate Level System Administration experience Experience using the Microsoft Admin Portal Office365 User Mail configuration skills (via MS Admin portal) Desktop Engineering/Imaging Skills Experience with file permissions Okta Administration Ability to mentor others Ability to create unattended software package Ability to write PowerShell/VB Scripts Asset Management Experience ITIL Experience and knowledge of it's processes ISO 20K or 27K Knowledge Experience with

Desktop Patching Remotely Other Job Requirements:

Valid Top Secret Clearance Must be able to pass a background investigation

Job Type:

Full-time Pay:

$60,000.00 - $65,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off

Schedule:

Monday to

Friday Education:

High school or equivalent (Required)

Experience:

Help desk: 3 years (Required)

Windows:

5 years (Required) Security clearance: Top Secret (Required) Ability to

Commute:

Washington, DC (Required) Ability to

Relocate:

Washington, DC:

Relocate before starting work (Required)

Work Location:

In person