Cape Fox Shared Services Looking for IT Help Desk Support II at Chantilly, VA  Full Time

The Tier 2 Desktop Technician provides world-class support and invigorating customer experiences. The Tier 2 Desktop Technician supports the IT Manager through helpdesk support at various levels but, primarily tier 1 and 2: support, working with non-technical end-users to obtain technical independence and ensure their ability to perform in a mission driven organization.

Duties and Responsibilities include but not limited to:

* Self-assign, Update, Status, Escalate, and Resolve incidents for self and team. Capture details of actions performed on all incidents through active listening and asking questions.
* (Ticket System Master) Follow up on un-resolved team member incidents for completion and close/merge these incidents.
* Create and deliver reports on help desk incidents, license assignment, Active/Disabled accounts, and metrics of interest.
* Update and maintain employee group memberships e.g., (O365 Groups, Distribution List Membership, Azure AD Single Sign on Groups, Microsoft Multifactor Authentication).
* Provision/Troubleshoot/Remediate/Deliver/Maintenance (computing hardware, software, employee accounts and workspaces) following operating procedures and checklists.

* Meet with new employees in person and virtually on respective first day of employment for onboarding and IT equipment/procedure acclimation.
* Provide reassurance to end users and team members when delivering solutions and diagnosing problems.
* Analyze historical ticket information to determine areas of focus to possibly automate the resolution.
* Support Cape Fox technical initiatives regardless of physical location, provide in person and remote support.

Cape Fox Corporation, its subsidiaries and affiliates provide equal employment opportunities to all persons and prohibit employment decisions on the basis of race, religion, color, creed, national origin, sex, age, disability, political affiliation, protected veteran status, or sexual orientation. Cape Fox Corporation, its subsidiaries and affiliates offer preference to Cape Fox Corporation shareholders, descendants and other Native Americans pursuant to Public Law 100-241