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Form of workJob Description
" " "Skills Required:
" 5-7 years of progressive level II Desktop, Server, and Network support or related experience
" Microsoft certifications: MCP/MCSA/MOS/MCSE and/or MS-365/Azure, Cisco CCNA desirable
" Excellent knowledge of Windows 7/10 environment
" Prior knowledge of VMware and Citrix
" Familiarity with PowerShell, VBScript, JavaScript, HTML
" Intermediate Knowledge of MS Exchange/Messaging applications, including but not limited to Outlook, Skype, and MS teams
" Mac, iPad/iPhone support knowledge
" Knowledge of VPN infrastructure, troubleshooting of MS Direct-Access, AOVPN
" Internet browser proxy experience
Good to have skills:
" Cisco CCNA certification
" Intermediate knowledge of Network Architecture and Topologies/Network +
" Knowledge of monitoring tools for Network and Workstations, including but not limited to SevOne, Corvil, Extrahop, Splunk, Fiddller, Wireshark
Roles & Responsibilities:
" Day to day management of tickets, requests, and Escalations from VIP users and Senior Managers both within IT and the business as well as for issues that are in-depth and chronic in nature
" Senior Management Escalations - Advanced technical knowledge and business insight, handle escalations and specialized services
" Onsite Visits: Dedicated Senior L2 - L3 support on site at a branch to investigate and resolve an issue
" Remote Support: Remote support for users working from home, resolving issues with home systems and personal devices, cabling, network equipment, service provider engagement
" Branch Analysis: Deep dive investigation into latency issues and chronic problems in a branch
" White Glove Service: Bundled service package of all services for an extended amount of time plus in-depth troubleshooting
" Knowledge Management Process - Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process
" Problem Management participation identify issues in the environment escalated from within Wealth Management and ISG
" Participation in on-call team rotations- Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends. Off Hours Support is to cover specific tiers, EDs and above and/or silver, gold tiers, and President/ Chairman's club end-users
" Project Participation: Providing project and status reporting for projects where DOE participation is needed. Attending meetings, outage bridges and managing any workflow back to the team " " "
" 5-7 years of progressive level II Desktop, Server, and Network support or related experience
" Microsoft certifications: MCP/MCSA/MOS/MCSE and/or MS-365/Azure, Cisco CCNA desirable
" Excellent knowledge of Windows 7/10 environment
" Prior knowledge of VMware and Citrix
" Familiarity with PowerShell, VBScript, JavaScript, HTML
" Intermediate Knowledge of MS Exchange/Messaging applications, including but not limited to Outlook, Skype, and MS teams
" Mac, iPad/iPhone support knowledge
" Knowledge of VPN infrastructure, troubleshooting of MS Direct-Access, AOVPN
" Internet browser proxy experience
Good to have skills:
" Cisco CCNA certification
" Intermediate knowledge of Network Architecture and Topologies/Network +
" Knowledge of monitoring tools for Network and Workstations, including but not limited to SevOne, Corvil, Extrahop, Splunk, Fiddller, Wireshark
Roles & Responsibilities:
" Day to day management of tickets, requests, and Escalations from VIP users and Senior Managers both within IT and the business as well as for issues that are in-depth and chronic in nature
" Senior Management Escalations - Advanced technical knowledge and business insight, handle escalations and specialized services
" Onsite Visits: Dedicated Senior L2 - L3 support on site at a branch to investigate and resolve an issue
" Remote Support: Remote support for users working from home, resolving issues with home systems and personal devices, cabling, network equipment, service provider engagement
" Branch Analysis: Deep dive investigation into latency issues and chronic problems in a branch
" White Glove Service: Bundled service package of all services for an extended amount of time plus in-depth troubleshooting
" Knowledge Management Process - Review and validate technical documentation and provide general feedback to improve the knowledge repository and overall process
" Problem Management participation identify issues in the environment escalated from within Wealth Management and ISG
" Participation in on-call team rotations- Off Hours Support runs from 5:00pm EST to 7:00am EST and weekends. Off Hours Support is to cover specific tiers, EDs and above and/or silver, gold tiers, and President/ Chairman's club end-users
" Project Participation: Providing project and status reporting for projects where DOE participation is needed. Attending meetings, outage bridges and managing any workflow back to the team " " "
