Senior Tier 2 Windows PC Technician at Tantus Technologies, Inc. in Durham, North Carolina

Posted in Information Technology 14 days ago.

Job Description:

Tantus Technologies, Inc.

ID: 2020-1533
Active Clearance Required: Public Trust
Type: Regular Full-Time


Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Service Desk Technician. Our Service Desk Technicians provide expert, quick, collaborative, and professional Tier 2/3 technical support to scientists and administrative staff in an active environmental health research setting. In this role, you will serve as the customer's primary point of contact and escalation point for incidents and service requests. You will install, configure, troubleshoot and resolve or escalate incidents and service requests related to hardware and software, websites and network access, remote access via VPN and Citrix, hardware/software roll-outs and refresh efforts, printers, instrument-attached devices, mobile devices, VOIP phones, conference room equipment, and security compliance. Service Desk Technicians follow relevant standard operating procedures (SOPs) and work within agreed service levels. Successful applicants can demonstrate their capacity to establish productive working relationships and effective communication with end users and teammates and to contribute ideas in support of quality and continual improvement goals.

Must Haves

  • 5-7 years of Windows PC technical support experience required including Tier 2/3 level support
  • Ability to work in a fast-paced, team environment supporting 1600+ end-users
  • Strong interpersonal and customer service skills
  • Proficient in supporting use of Microsoft O365 suite of tools including Outlook, OneDrive, and Teams
  • Experience supporting customer remote access via VPN and Citrix
  • Working knowledge of Active Directory, GPOs, and local machine policies
  • Working knowledge of McAfee/ePO and BitLocker
  • Experience supporting user account information including rights, security, and systems groups
  • Experience supporting mobile devices such as iPhones and iPads
  • Energy and passion to create new solutions and drive positive change
  • Strong analytical and problem-solving skills and ability to troubleshoot problems quickly
  • Ability to work effectively with little supervision in cross-functional teams
  • Experience in a Service Level Agreement (SLA)-driven environment
  • Commitment to and compliance with the organization's policies and procedures
  • Experience documenting processing as Standard Operating Procedures (SOPs) and in a Knowledgebase format

Nice to Haves

  • Experience providing support to a large (>1000) community of Windows PC users
  • Previous experience working in a scientific research environment
  • Experience supporting both Windows and Mac platforms is a plus
  • Relevant certifications including MCTS, MCSA Windows 10, MCSA Windows 7, A+ or Network +, ITIL Foundations are a plus
  • College-level course work in computer science-related area is a plus

Why Tantus? We Provide:
  • Competitive total compensation package based on the work you do and the contributions you make
  • An environment that supports balancing great work with a great life
  • A learning organization that invests in you with $3000 annually for professional development opportunities
  • Excellent healthcare programs available through United Healthcare
  • Community engagement events where you will have ample opportunities to give back by volunteering
  • Discretionary quarterly bonuses for above and beyond contributions and outstanding performance

About Us

Tantus is an IT development and management consulting firm helping federal programs become more successful, cost-effective and mission-focused through program management oversight and system development and implementation. Our people are committed to making our world better by delivering solutions to improve the effectiveness of government services and citizen experience. Tantus is Latin for "so great" or "so much" - we strive to put great things into everything we do.

Tantus is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, military status or any other classification protected by federal, state or local law.PI124697023