DESCRIPTION:
AAPA is looking for a Tier 2/3 IT Helpdesk Technician to join our technology team. This position is mostly remote with occasional travel to our headquarters in Alexandria, VA office. This position will provide complex IT support to end-users, identify trends with incidents and collaborate with engineering and managed service provider teams to find actionable solutions.
The position requires applicants to be located in the local DC, MD, VA area as regular trips to AAPA headquarters in Alexandria, VA related to the maintenance of IT equipment will be necessary.
REPORTS TO:
Senior IT Manager – Infrastructure & Cybersecurity
RESPONSIBILITIES:
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Provides initial triage of service desk issues from internal and external users and stakeholders.
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Respond to customer support escalation tickets promptly, providing high-level technical support, while documenting resolutions daily.
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Manage, monitor, track, and resolve all support request tickets and provide daily updates.
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Provide full account lifecycle management using Microsoft Active Directory Domain Services.
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Provide on-site & remote support, with issues ranging from simple desktop configuration and network troubleshooting to firewall implementation and support/maintenance related to Windows Server, Exchange, & SQL.
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Manage Customer Windows Server environments that function in varying AD, DNS, DHCP, File, Print, Scan, SQL, Exchange roles.
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Manage Customer Network environments that include wired, wireless, VLAN’s, Firewall, and Edge Security Services.
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Actively collaborating in the development and maintenance of IT Support processes.
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Identifying infrastructure system needs and providing feedback for development.
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A reliable form of transportation, valid driver's license, and proof of insurance that meets the minimum requirements for your State.
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Manage and maintain accurate asset and software inventory.
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Maintain proper functionality of on-prem conference room technology and MDF.
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Self-motivated: You understand assigned goals and objectives and take pride in seeing them completed quickly and efficiently.
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Exceptional communicator: You can communicate diplomatically and consistently with internal teams and clients.
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Track emerging technologies and understand how to leverage technology. You can prioritize tasks or seek help to resolve conflicting priorities.
QUALIFICATIONS:
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Minimum 5 years’ experience working in a technology/IT related field.
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Minimum 3 years’ experience working for a Managed Service Provider (MSP) or IT company in a Tier 2 or equivalent technical support role.
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Microsoft Windows Server, Azure Active Directory, Microsoft Exchange, & SQL
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Virtualization: VMware/vShere, Hyper-V
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Router/firewall configuration and management
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Microsoft Windows/MAC OSX
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Microsoft 365 including Azure, Teams, One Drive, and SharePoint
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LAN/WAN, DNS, DHCP, and Domain Controllers
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Wireless Network Configuration & Troubleshooting
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Printer/Scanner Setup & Configuration
Preferred Skills & Experience:
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2- or 4-year degree in a Computer Science/Engineering area of study
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Experience working for an IT consulting or computer services company.
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Microsoft/Apple/CompTIA certifications (A+, N+, Security +, MCP, ACP)
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Mac OS X troubleshooting & integration into Windows networks
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VPN implementation