Tier II Help Desk Technician

FedTec Overview:

FedTec is a Woman-Owned Small Business with headquarters in Reston, VA. However, FedTec is more than just a company – we are a dedicated team of visionary individuals who understand the power of transformation. With our unwavering commitment to innovative technology and forward-focused methods, we empower government agencies to fulfill their missions successfully with our capabilities in Digital Transformation, and Cyber Security. Our strategy is rooted in in-depth advising and a unique shoulder-to-shoulder mission experience, all geared towards enabling our clients, their agencies, and every American to thrive. We use the same approach as our employees, building meaningful and lasting relationships to meet their evolving needs and help them grow. We are excited to welcome you to our family.

About the Opportunity: As a Help Desk Tier II Technician with FedTec, you will provide advanced technical support to ensure continuous operations of Walter Reed's information systems in Silver Spring, MD.

Position: Help Desk Teir II Technician

Work Location: Walter Reed, Silver Springs, MD (Hybrid)

Client: WRAIR (ARMY)

Clearance Reqs: Verifiable Secret Clearance or higher

Certs: Verifiable CompTIA Sec+ Certification

Primary Responsibilities

• Tier II Support. Tier II support involves technical knowledge and is staffed by technicians who have troubleshooting capabilities beyond the Tier-I personnel.
• Tier II technicians will determine which specialization best matches the customer’s needs before helping.
• If their technical specialization is one that can help the customer, the technician determines whether the problem is a new issue or an existing one. Advanced diagnostic tools and data analysis may be done at this point.
• If the trouble is an existing one, the Tier II specialist then determines if there is a solution or workaround.
• The technician will assist the customer on how to fix their problem or the technician may request permission to remote into the customer’s computer to try advanced troubleshooting.
• If the tech cannot fix the problem at this tier, the problem goes to Tier III. At this Tier the problem is assigned to an advanced senior technician in the appropriate technical area.
• Provide accurate information on IT products and services.
• Identify and escalate situations requiring urgent attention.
• Maintain the highest possible level of customer service.
• Work with vendors and internal stakeholders to ensure accurate, effective training content.
• Other duties as assigned.
  
  

Basic Qualifications

• A working knowledge of and experience with end user hardware/software, Remedy Help Desk Software System and subsequent versions, Directory and Resource Administrator (DRA), network infrastructure, Windows Operating Systems, and MS Office Suite.
• Must be customer-focused and service-oriented, attentive to details, with the ability to multi-task and act with professionalism at all times
• Excellent verbal and written communication skills, phone etiquette, data entry
• Sound knowledge of hardware/software, operating systems, and networking related technologies is required
  
  

When You Join FedTec, You Are Joining a Family! We take pride in our work and the true and transparent relationships we build with our employees and partners. We believe that positive energy attracts like-minded individuals, which is why we have such exceptional people on our team.

Just as you'd do for your own family, we prioritize your safety, health, and happiness. That's why we've created the FedTec Total Well-Being program, offering benefits like:

• Comprehensive medical, dental, and vision plans. These plans encompass a range of beneficial features, such as Telehealth virtual care programs, and access to resources to support your physical and mental well-being.
• Generous paid time off for relaxation and rejuvenation.
• Financial security through 401k, company-paid short and long-term disability, life insurance, and additional voluntary coverage.
• Support for your life and family with access to an Employee Assistance Program, Pet Insurance, and Prepaid Legal services.
• Recognition and growth opportunities through our Rewards & Recognition and Learning & Development programs.
• Our newest addition, the FedTec Fit Program, features an on-staff Fitness Coach who provides personal and group sessions, company fitness challenges, and ongoing support for your fitness goals.
  
  

At FedTec we embrace the power of diversity, fostering a culture where varied thoughts, ideas, and perspectives empower our employees and partners to thrive. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran and we maintain a drug-free workplace to ensure a safe and healthy environment for all.