Tier 2 Help Desk

Tier 2 Help Desk

02 Jun 2022
Maryland, Fredrick, 21703 Fredrick USA

Tier 2 Help Desk

TIER II HELP DESK ENGINEER supporting US Dept. of Veterans Affairs - Strategic Acquisition Center (SAC)

The candidate shall perform a variety of desk side service support functions to include new deployment installations, device refresh installations, configuration, maintenance and troubleshooting on desktop computers (Windows operating systems), laptops and peripherals such as printers, monitors and scanners. Support the customers with respect to the computer equipment and the software installed on their systems, making sure that the appropriate software is installed and functions properly. Currently in use are Windows PC/Laptops, which the team shall troubleshoot and manage. These systems are standardized desktops/ laptops with Microsoft (MS) Windows 10, and MS 365 and other standard products; customer related software and approved peripheral devices. The specific software versions may change as new versions are released by VACO. The candidate shall support the current approved customer standard configuration versions of all Microsoft, or other product manufacturers, and the candidate shall be prepared to provide support for new versions of the software that the customer adopts during the life of this contract.

Work Location/Hours Frederick, MD, M-F dayshift CURRENTLY 100% REMOTE

Duties and Responsibilities

The candidate shall perform device imaging, configuration, deployment, troubleshoot issues identified by customers desktop users and implement corrective actions, and installations at customers location; The candidate shall maintain logs and document ticket resolution in the NSD database.

The candidate shall perform the following responsibilities as part of Tier II level daily operations:

Troubleshoot any problems to coincide with email by customer employees.

Troubleshoot any problems or issues that arise with Windows desktops/laptops from the network drop to the desktop/laptop prioritizing systems infected with viruses.

Respond to alert notification or escalation of an issue, determine the probable cause of the issue and take the appropriate intervention action(s) to restore the Windows desktop/laptop to operational status.

Provide operating system updates for Windows desktops/laptops.

Document any troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues.

Document daily the status of tickets; opened, pending and closed.

Add virtual desktop client (CAG- Citrix Access Gateway) to existing office platform.

Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required.

Create and distribute "clean-up kits" (including instructions and other user documentation) for Windows remote laptops.

Load, configure, and update VPN and RESCUE software on desktop/laptop as required.

Disconnect and/or reconnect desktop and peripherals in support of office moves of users within the Fredericksburg, VA and Frederick, MD locations.

Provide remote access support through Proxy to an individual desktop/laptop to identify and resolve reported problems. The candidate shall respond to any of the two locations (Frederick, MD, Fredericksburg, VA) for the purpose of dealing with hardware and/or software problems that cannot be solved through remote tools and that require the physical presence of a technician.

Image, configure and deploy and install new devices.

Assist customers with electronic signing of equipment in the Mandated Equipment Tracking Database.

Provide inventory management support and tracking of all government equipment assigned including assigning and unassigning assets as directed, tracking and reporting of uncertified or missing equipment, performing excess equipment procedures, and assisting with equipment transfers.

Escalate Tier III issues to the Tier III IT helpdesk.

Daily Tasks

Active Directory system management.

Assist with Global Address Listing updates as required.

Support Remote customers.

Produce new and update/maintain existing Standard Operating Procedures.

Resolve systems management issues related to device security and software configuration.

Troubleshooting systems related issues impacting encryption and device applications.

Testing and qualifying new and related applications to ensure feasibility and usefulness.


Candidate is required to hold both certifications prior to joining. Failure to maintain this minimum requirement shall result in mandatory removal from the contract.

Microsoft Technology Associate (MTA) certification (or equivalent)

Microsoft Certified System Administrator (MCSA) certification (Windows 10 or 8, or equivalent)

Clearance Requirements

Level of background investigation required for this effort is Tier I / Low NACI

EEO Statement:

The Ventura Group, Inc. does not discriminate in employment on the basis of race, color, religion, national origin or sex(including pregnancy and gender identity),sexual orientation, marital status, disability, genetic information, age, military service, or other non-merit factor.

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