Help Desk Technician - Tier II
Jacobs Technology - Edgewood, MD

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Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.


Provides remote and in-person support to customers with Windows and Unix workstations, Citrix Xen thin client workstations, Printers, fax machines, UPS, scanners, and Blackberries in unclassified and SIPRNET environments.

Makes initial customer contact upon receipt of a ticket escalated from Tier 1 support, telephone calls, e-mail, web interface and personnel requests and provides professional and knowledgeable customer service.

Ensures that all calls, emails, web-interface, or walk-in issues are logged into the ticketing system using current established process.

Documents, tracks, and monitors the problem to ensure a timely resolution.

Responds back to users on a timely basis. Identifies, researches, and resolves technical problems.

Timely escalates unresolved tickets to Tier 3 support.

Maintains computers with standard operating image adhering to core configuration standards.

Continually monitors queues and addresses tickets in priority order. Adheres to performance metrics.

Provides hardware and software maintenance; interacts with product vendors troubleshooting or repairs.

Sanitizes and decommissions obsolete hardware and software.

Performs asset management and moves equipment between rooms and work sites.

Inform customers of the status of their tickets through the following methods: 1) Phone calls, 2) E-mail responses, and 3) A web-based portal that offers self-serve access to real-time ticket status
information and allows for user feedback.

Maintains current knowledge of relevant technologies as assigned.

Verifies identity and accuracy of security credentials and immediately reports any act or circumstance in which there is a
deviation from the requirements of the governing security regulations.

Follows verbal instruction and standard operating procedures.

Attends and participates in customer, internal and team meetings.

Stays available and logged into the ticket distribution system.

Contributesto the Knowledge base, which is used by the Call Center and Help Desk teams.


At a minimum, an Associate’s degree from an accredited school; Accredited schools are those reported to the US Department of Education and maintained within the Secretary of Education’s database.

Five (5) years directly related experience supporting help desk operations.

Microsoft Technology Associate (MTA) certification desired.

ITIL v3 Foundation certification desirable.

Must be a US citizen.

Must be able to obtain and maintain a Secret clearance. Active Secret clearance highly desired.

Jacobs is proud to be an EEO/AA employer.

Physical Requirements:

Must be able to sit or stand for extended periods of time.

Must be able to lift and carry 25 lbs.

Work Environment:

Positions are located in Edgewood MD.

Equipment and Machines:

Computer equipment and peripherals.


Tour of duty is between 7am and 5pm, Mon-Fri.

Other Essential Functions:

Extensive knowledge and experience with Windows operating system, Patch Management and Inventory tools such as Microsoft SCCM and CA IT Client Manager, Microsoft Office, Intrusino Detection and Anti-Spyware tooks, Adobe Reader, and Mozilla
Firefox. Knowledge of encryption of desktops and laptops. Experience in configuring PIV readers. Experience with Blackberries and other peripherals. Proficient in configuring devices and software, troubleshooting problems, and resolving customer complaints. Proficiency in ODBC Connectivity and network
Printing. Proficient in configuring wireless and remote access clients hardware and software.

Ability to follow written and verbal direction and resolve issues within the scope of assigned responsibility.

Knowledge of a networked computer environment, to include appropriate peripherals.

Experience with Incident Management System usage within the past 6 months.

Familiarity with ITIL v3.

Must be able to communicate effectively both verbally (while using a telephone) and in writing.

Ability to work under stress, manage time, and work independently or as a team player.

Positive customer service attitude.

Excellent problem solving skills and attention to detail.

Able to effectively handle and manage multiple tasks within specific time frames.

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Jacobs, with annual revenues of nearly $13 billion, is one of the world's largest and most diverse providers of technical, professional, and...