Lead multi - solution implementations for strategic customers as an Enterprise Architect at Adobe. Drive process improvements and serve as a trusted advisor in AI technologies.
About the role
- Help Desk Specialist Tier II providing IT support for federal government contracts in fast-paced environment. Managing technical support for desktop, networking, and conferencing technologies.
Responsibilities
- Manage Active Directory (AD) user and computer accounts, BitLocker encryption policies, and user account requests.
- Perform hardware and software installation, break/fix support, deployments, and desk-side support.
- Support conference rooms and multimedia equipment onsite.
- Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
- Maintain conference room equipment including projectors, TVs, cameras, PDUs, and specialized conferencing hardware.
- Provide IT support via phone, chat, text, email, and create self-help guides.
- Use BeyondTrust Remote Support Software to provide end-user remote support.
- Set up and troubleshoot PC and Mac hardware, operating systems, and peripherals.
- Guide customers through installing applications, software, and computer peripherals.
- Identify, share, and implement process improvements.
- Troubleshoot issues, test fixes, and provide post-resolution follow-up.
- Support onsite activities such as special events, conferences, meetings, and asset inventory.
- Support offsite activities such as special events, conferences, and meetings as needed.
- Log and track customer requests using service desk management systems such as Zendesk and Jira IT Service Management.
- Maintain IT equipment stock and inventory.
- Escort IT vendors onsite as required.
- Provide Commercial Off-The-Shelf (COTS) application support.
- Assist with desktop operating system security vulnerability updates.
- Participate in team meetings.
Requirements
- Minimum two (2) years of experience providing IT support, including complex desktop, networking, and general server issues.
- Strong IT customer support experience required.
- Experience supporting Mac and PC (Dell) hardware and operating systems.
- Working knowledge of Microsoft Windows Active Directory Users and Computers.
- Understanding of basic computer networking concepts.
- Ability to work cooperatively in a multidisciplinary team environment and establish professional working relationships.
- Ability to identify technical challenges and communicate resolutions clearly and concisely.
- Excellent written and verbal communication skills in English.
- Strong organizational skills.
- Ability to work effectively in a high-stress environment.
Job title
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