Help Desk- Tier II

• Provide Tier 2 Help desk support to end users and manage complex issues that require specialized knowledge and skills to troubleshoot and resolve issues related to software, hardware, and network systems
• Leads architecture and support of unified communications (UCC) platforms and integrations
• Will be responsible for integrating UCC tools with Microsoft 365 and network systems
• Respond to ServiceNow tickets for workstation issues
• Support Microsoft 365 applications (Teams, VoIP)
• Support Teams meetings, webinars, and VoIP devices
• Design and manage Teams Phone and VoIP infrastructure
• Coordinate audio/visual setup for events and board meetings
• Support digital signage and Teams Room devices
• Manage endpoint provisioning using Intune
• Troubleshoot and assist with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues
• Perform account provisioning and workstation imaging
• Support mobile devices and asset management
• Track, manage, and provide monthly update on Help Desk utilization
• Coordinate with Tier 3 help desk for firewall and routing issues
• Mentor Tier 2 UCC staff and support VIP events
• Conduct and participate in post-incident retrospectives and issuing Root Cause Analyses
• Attend provided training as requested
• Will always maintain a high level of customer satisfaction and professionalism
• Support Teams Phone and Call Manager

• Must be able to obtain and maintain a Public Trust security clearance
• 3+ years professional experience providing Tier 2 Help Desk experience
• Bachelor’s degree in information technology or equivalent experience
• Must be able to be onsite in Alexandria, VA from 7:00am – 5:00pm EST Monday-Friday for project execution
• Microsoft Teams Administrator Associate certification preferred
• Experienced integrating UCC tools with Microsoft 365 and network systems
• Experience supporting Microsoft 365 applications (Teams, VoIP)
• Experience supporting Microsoft 365 applications (Outlook, Word, Teams, VoIP, Intune)
• Experience with digital signage and UCC integrations
• Must have experience coordinating A/V setup for events and board meetings
• Experience troubleshooting VTC and audio bridging issues
• Experience providing support for Windows 11 basics
• ServiceNow help desk ticketing systems experience required
• Experience providing mobile device support
• Experience troubleshooting and support with VPN, wired/wireless connectivity, remote access tools, and hardware/software issues
• IT asset management experience
• ServiceNow Help Desk and Administration experience required
• Proven experience resolving tier 2 help desk tickets promptly and effectively
• Customer service driven
• Excellent written and verbal communication skills
• Must be detail oriented

Microsoft Teams Administrator Associate certification preferred