Service Desk Technician II

Overview

About Us

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $4B company and 16,000+ people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Responsibilities

What You'll Do:

• • Under general supervision, receives trouble calls on equipment, assesses problems, and delivers outstanding desktop support to internal customers. Creates desktop configurations. Researches complex problems. Trains company personnel in technology solutions. Serves as a technical resource. Provides problem-solving support to computer users.

Key Responsibilities:

• • Provides direct assistance to diagnose and resolve client hardware and software Level 1 and Level 2 problems within SLAs.
  • Prepares and installs client hardware, software, and peripheral devices, including mobile devices.
  • Reimages devices and restores user data.
  • Provisions network accounts and resets passwords using Active Directory.
  • Uses the ticketing system to log all actions related to incident and service request resolution.
  • Escalates tickets to Corporate IT subject matter experts as required.
  • Maintains user asset inventory and inventory records in the configuration management database (CMDB).
  • Provides direct support for executives.
  • Trains users on deployed endpoint technologies.
  • With direction, performs troubleshooting of local network, server, printer, and audio/visual devices.
  • As a key member of the Global Service Delivery Team, supports other IT work centers and remote users.
  • Performs occasional off-hours on-call duties and may perform other IT-related duties as assigned.

Qualifications

Minimum Qualifications

• • Education:
    • High School diploma.
  • Experience:
    • Minimum three (3) years' experience.
    • Successful experience in dealing with interpersonal customer service situations.
    • Experience performing Windows PC hardware upgrades.
    • Thorough knowledge of Windows 10, O365, Teams, and Microsoft Office 2013/2016 Suite, IE/Edge and Chrome web browsers, Windows PC hardware, PC Networking (TCP/IP, DHCP, etc.), Active Directory, ticketing systems, and mobile device (iOS and Android) support.
  • Other Requirements:
    • May, on occasion, install connecting cabling in office environment.
    • May work extended hours or on-call rotations, as required.
    • United States citizenship required.
• Desired Qualifications:
  • Education:
    • Associate's Degree in IT or related field preferred.
  • Certifications/Licenses:
    • A+, MCTS, and/or MCITP certification desired.
    • Microsoft 365 Endpoint Administrator Associate: (MD-102)
    • Microsoft 365 Certified: Fundamentals (MS-900)
    • ITSM and/or CompTIA Security+ certification is a plus.
  • Experience:
    • Experience providing executive user support is preferred.
    • Specific experience with Surface Hub and Teams room systems is a plus.
• Skills and Technology Used:
  • Analytical Thinking & Problem Solving:
    • Critical thinking and problem-solving abilities.
  • Business/Service Desk Acumen:
    • Demonstrated ability to provide administrative support to technical programs and progressively grow knowledge base.
    • Familiar with laptop (iOS and Microsoft) initial setup, imaging, cloning, and re-imaging.
    • Thorough working knowledge of the latest version of the Microsoft Windows environment.
    • Thorough knowledge of PC/client repair and maintenance (hardware/software).
    • Knowledge of conference room audio/visual systems.
    • Strong troubleshooting skills.
    • Available to support users during the migration window
    • Assist users during the Out-of-Box Experience (OOBE) process; provide assurance and guidance for any setup failures.
    • Help users rebuild Single Sign-On (SSO) autofill for commonly used company web resources.
    • Support sign-in and registration for Microsoft Office applications.
    • Direct users to the correct URLs and help re-establish bookmarks/favorites if they were lost.
    • Escalate complex issues to Tier 2/3 support through ServiceNow.
    • Available to support users during the migration window
    • Assist users during the Out-of-Box Experience (OOBE) process; provide assurance and guidance for any setup failures.
    • Help users rebuild Single Sign-On (SSO) autofill for commonly used company web resources.
    • Support sign-in and registration for Microsoft Office applications.
    • Direct users to the correct URLs and help re-establish bookmarks/favorites if they were lost.
    • Escalate complex issues to Tier 2/3 support through ServiceNow.
    • Ability to learn new systems and associated software applications for proficient execution of tasks and manage multiple tasks with time-related constraints in a fast-paced environment.
  • Business Partner/Effective Communication:
    • Excellent communicator, both orally and in writing.
    • Strong customer service skills. Ability to work in a customer-facing environment with high professionalism standards.
    • Well-organized with an attention to detail.
    • Work quickly and efficiently; remain flexible to shifting priorities. May work under time pressures.
    • Able to manage priorities, handling more than one task at a time, exercising distraction control with judgment and common sense.
    • Can evaluate needs by asking questions to clarify.
  • Collaboration and Teamwork/Influence:
    • Exhibits a professional manner in dealing with others and retains constructive working relationships within the group.
    • Able to work collaboratively in a team environment.
    • Global vision. Culturally sensitive. Ability to work with diverse cultures and teams.
  • Software:
    • Microsoft Office 365 suite, including SharePoint
    • ServiceNow
  • Technology:
    • Personal computer, printer, copy machine, and other general office equipment.

What We Bring:

• • At V2X, we strive to be market competitive in our total reward offerings.
  • The successful candidate's starting pay will be based on, but not limited to, their job-related skills, experience, qualifications, work location, and market conditions.
  • The following salary range is intended to display the value of the company's base pay compensation and may be modified at the discretion of the company.
    • USD $ 50,000 - 90,000
    • Provided salary range minimum and maximum values correspond to variances between regional/geographic locations across the United States.
  • Please speak with a recruiter for additional information.
  • Employee benefits include the following:
    • Healthcare coverage
    • Retirement plan
    • Life insurance, AD&D, and disability benefits
    • Wellness programs
    • Paid time off, including holidays
    • Learning and Development resources
    • Employee assistance resources
  • Pay and benefits are subject to change at any time and may be modified at the discretion of the company, consistent with the terms of any applicable compensation or benefit plans.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients