Systems Administrator (Tier 2 Desktop Support) (Springfield, VA)

WCBinc is looking for a Systems Administrator (Tier 2 Desktop Support) to join our team to support our intelligence customer activities in Springfield, VA.

The Tier 2 Desktop Support Technician provides Deskside IT Service support to the UDS End User Devices deployed at NCE.

End user device equipment consists of workstations (thin and thick clients), monitors, KVMs, print, fax and scan devices, secure tablets and laptops, VoIP devices, Desktop VTCs (DVTCs), removable media, and associated accessories.

The individual will fulfil Installation, Move, Add, Change, and Disposal (IMACD) service requests, and support the completion of special projects.

Provide support for implementation, maintenance, and incident troubleshooting of IT systems

Manage hardware in all stages including unpacking and setup of end user devices

Resolve IT incidents from cradle to grave, working close with engineering teams and other ISP Contractor Stakeholders when IT issues require Tier 3 escalation or have dependencies external to the UDS contract

Install application software on end user device workstations via scripted install packages

Inventory management of UDS deployed software and end user devices

Network and locally attached printers

Assist users in accessing and using IT systems

Provide user education and training in basic hardware and software functions

Create and maintain documentation and SOPs to train new employees

Utilization of a ServiceNow based ticketing database to track, update and resolve break/fix incident tickets and in fulfilling new requests submitted and tracked as Demands and RITMs

Identify and execute process improvements and other enhancements that improve operational efficiency.