Tantus Technologies
Tier II Windows PC Technician
Tantus Technologies, Durham, North Carolina, United States, 27703
Overview:
In anticipation of a contract award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Service Desk Technician to provide expert, quick, collaborative, and professional Tier 2/3 technical support to scientists and administrative staff in an active environmental health research setting???.What You'll Do:You will serve as the customers primary point of contact and escalation point for incidents and service requests.You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance.Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels.Required Knowledge and Skills:
?3-5 years of Windows PC technical support experience required including Tier 2/3 level support ?Must be a United States Citizen and eligible to obtain a Public TrustAbility to work in a fast-paced, team environment supporting 1000+ end-usersStrong interpersonal and customer service skillsProficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and TeamsExperience supporting customer remote access via VPN and CitrixWorking knowledge of Active Directory, GPOs, and local machine policiesWorking knowledge of McAfee/ePO and BitLockerExperience supporting user account information including rights, security, and systems groupsExperience supporting mobile devices such as iPhones and iPadsEnergy and passion to create new solutions and drive positive changeStrong analytical and problem-solving skills and ability to troubleshoot problems quicklyExperience in a Service Level Agreement (SLA)-driven environmentCommitment to and compliance with the organization's policies and proceduresExperience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledge base formatAbilities:
Ability to work effectively with little supervision in cross-functional teamsNice to Haves:
Experience providing support to a large (>1000) community of Windows PC usersPrevious experience working in a scientific research environmentExperience supporting both Windows and Mac platforms is a plusRelevant certifications including MCTS, MCSA Windows 10, MCSA Windows 7, A+ or Network +, ITIL Foundations are a plusCollege-level course work in computer science-related area is a plus
In anticipation of a contract award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Service Desk Technician to provide expert, quick, collaborative, and professional Tier 2/3 technical support to scientists and administrative staff in an active environmental health research setting???.What You'll Do:You will serve as the customers primary point of contact and escalation point for incidents and service requests.You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance.Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels.Required Knowledge and Skills:
?3-5 years of Windows PC technical support experience required including Tier 2/3 level support ?Must be a United States Citizen and eligible to obtain a Public TrustAbility to work in a fast-paced, team environment supporting 1000+ end-usersStrong interpersonal and customer service skillsProficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and TeamsExperience supporting customer remote access via VPN and CitrixWorking knowledge of Active Directory, GPOs, and local machine policiesWorking knowledge of McAfee/ePO and BitLockerExperience supporting user account information including rights, security, and systems groupsExperience supporting mobile devices such as iPhones and iPadsEnergy and passion to create new solutions and drive positive changeStrong analytical and problem-solving skills and ability to troubleshoot problems quicklyExperience in a Service Level Agreement (SLA)-driven environmentCommitment to and compliance with the organization's policies and proceduresExperience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledge base formatAbilities:
Ability to work effectively with little supervision in cross-functional teamsNice to Haves:
Experience providing support to a large (>1000) community of Windows PC usersPrevious experience working in a scientific research environmentExperience supporting both Windows and Mac platforms is a plusRelevant certifications including MCTS, MCSA Windows 10, MCSA Windows 7, A+ or Network +, ITIL Foundations are a plusCollege-level course work in computer science-related area is a plus