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KeyLogic is actively seeking a Senior Tier 2 Enterprise Support Tech who must be organized, logical, and understand how quickly resolve or enact necessary changes to address customer issues and requests. Our customers rely on these technicians to work through complicated and complex matters that are reported to the Service Desk and escalated from other technical support areas.
NOTE: Position is remote, but you must live within a 2-hour drive to Alexandria, VA.
JOB DUTIES:
* Investigate and troubleshoot Tier 1, Tier 2 and Tier 3 level technical issues reported to SMP queues, email and walkup, utilizing available knowledge and approved remediation tools
* Perform remote investigations, apply advanced troubleshooting and resolution of enterprise-wide issues, specific root causes, and report on technical information
* Contribute to the Knowledgebase system and maintain information within
* Contribute to team process, troubleshooting and efficiency improvements
* Participate in special project assignments, and commit support coverage and backup roles
* Provide on-site, in-person support when requested or required to do so
* Additional support responsibilities and duties to be assigned based on business need
REQUIRED EXPERIENCE:
Minimum of six (6) years of work experience in the computer field, with a minimum of three (3) years in a help-desk area, and two (2) years at a mid/senior level position, to include the following:
* 1 year of uninterrupted, high-volume; 5,000+ user Call-Center, with Tier 2 or higher experience
* 1 year of practical hands-on experience with the following: Microsoft Windows 10, Active Directory, RSA FOB, Permissions/Shares, and Drive Mappings
* Active Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, Network+, or equivalent
* Understanding of ITIL concepts, Service Desk, and Service Now (SMP) operational processes
DESIRED EDUCATION & CERTIFICATIONS:
Bachelor's degree in computer sciences (or related technical field), related work experience and one or more of the following in active status: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent.
About KeyLogic:
Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service.
KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world.
We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.
All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer.
NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.
KeyLogic Systems is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.