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Tier II Help Desk
Job
Dexian DISYS
Arlington, VA (In Person)
Full-Time
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Job Description
The Tier 2 Service Desk Analyst provides advanced technical support and escalated issue resolution for staff and contractors. This role involves hands-on troubleshooting, AV support, and collaboration with IT teams to ensure timely and effective problem resolution.
Key Responsibilities:
- Handle escalated support requests from Tier 1 analysts.
- Provide desk-side support for hardware/software issues.
- Troubleshoot and support AV equipment (POLY, Cisco, Crestron Certified/ Experience via Zoom, Teams or Webex Rooms
- Support cloud platforms (Microsoft Azure, AWS) and basic troubleshooting.
- Perform installations, configurations, and upgrades of hardware/software.
- Assist with IMACD (Installs, Moves, Adds, Changes, Deletions) activities.
- Maintain accurate asset inventory and support reporting requirements.
- Provide support during meetings and events, including AV setup and live streaming.
Required Skills:
- Advanced troubleshooting and problem-solving skills.
- Strong customer service and communication abilities.
- Experience with Service Desk ticketing systems.
- Proficiency in supporting Windows, Mac OS (Jamf), Office 365, Exchange, Outlook
- Familiarity with cloud environments and AV equipment.
Qualifications:
- 4-5 years preferred, 2+ years required of experience in IT support or related field.
- Microsoft, CompTIA A+ , Network+ , or HDI certification preferred.
- High school diploma required, Associates/ Bachelors IT related area of study preferred Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals.