Business Operational Concepts (BOC) is a recognized leader in providing Technical and Program Management Services, Information Technology, and Support.
BOC has enabled their Government and Commercial clients to achieve their organizational initiative through the application of high quality, innovative, and cost-effective professional services and solutions. We provide a positive working environment, with opportunities for advancement in our growing Federal sector workforce.
We offer an excellent compensation package which includes a generous salary, insurance (medical, dental, etc.), paid leave, 401k plan and more. We are committed to the diversity we bring to the marketplace and believe customer satisfaction comes first.
JOB SUMMARY:
- Business Operational Concepts (BOC) is currently seeking a Tier II Helpdesk/Technical Support Specialist (Event Management) to work with our government client located in Washington, DC. This is a full-time position in which the ideal candidate will work with other Helpdesk team members to provide Desktop Support services to the government user community.
DUTIES AND RESPONSIBILITIES:
Core Tier II Responsibilities:
- Provide Desktop Support services to the government user community.
- Respond to IT incidents and requests that have been assigned or escalated by Tier 1 and cross functioning teams.
- Interface with and create tickets for customers while working directly with them in an office environment or over the phone.
- Maintain work logs in a clear and professional manner
- Manage customer relationships from reported incident through resolution.
- Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
- Assist in developing and implementing permanent resolutions to reoccurring problems
- Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication, Cloud services, and all clients owned COTS and GOTS products.
- High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 11.
- High-level knowledge of Office 2013+, especially Word, Excel and Outlook.
- Deploy hardware and software
- Escalate tickets to Tier 3 Technicians/Support Groups if an incident or request cannot be resolved at the Tier 2 level.
- Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
- Assist in the asset management process
- Create and/or revise Standard Operating Procedures (SOP).
- Adhere to all client policies and procedures.
- Assist with evaluating/testing/recommending new technologies for the agency.
- Provide support with Tier 1 queues per Surge Plan Procedures.
Audio Visual (AV) Support Responsibilities:
- Provide event support (A/V, Teams, Zoom, Recording).
- Provide technical support and onsite assistance.
- Coordinate with Event Hosts(es) to fulfill their technical needs.
- Serve as Primary POC for all HQ conference room and training room AV support.
- Manage daily AV operations ensuring rooms are fully functional.
- Support high-visibility meetings and events with pre-checks and onsite support.
- Liaise with AV vendors for escalations, repairs, and upgrades.
- Maintain AV user guides, SOPs, and training materials.
- Manage elevator displays and digital signage content.
- Provide training and white-glove support for users and VIPs.
- Recommend AV enhancements and improvements.
QUALIFICATIONS:
Required (Minimum) Qualifications – Education, Certification, Experience, and Skills
- 1-2 years’ experience in technical Help Desk environment.
- 1-2 years’ experience working within an Active Directory environment
- 1-2 years’ experience in troubleshooting issues with a modern Windows operating system
- 1-2 years’ experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
- 1-2 years’ experience with the following: Internet Explorer, VPN, 2 Factor Authentication
- Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
- Experience with hardware components such as hard drives, power supplies, and motherboards.
- Ability to provide event Support (A/V, Teams, Zoom, Recording)
- Experience in providing technical support and onsite assistance for events
- Ability to coordinate with the host of an event to fulfill their technical needs with the tools provided by the government client
- Ability to support the following:
- DELL customer equipment
- MS Windows 11
- MS Office 2013 or higher
- Standalone, networked and Multi-Functional Device printers
- Cisco telephones
- Smartphones (iPhone and Android)
- Remote access technology including: DirectAccess, VMWare, VPN, etc.
- Azure/Intune or equivalent mobile device management
- System Center
- As well as:
- Excellent oral and written communication skills.
- Excellent phone etiquette.
- Strong technical aptitude includes excellent troubleshooting skills.
- Ability to work with users that have limited technical knowledge.
- Ability to instruct users utilizing verbal communication.
- Ability to work in a fast-paced, dynamic environment.
- Ability to interface with all levels of management.
- Excellent time management, scheduling, and organizational skills.
- Ability to work well independently or in a team setting.
- Attention to detail.
- High degree of patience.
Preferred Qualifications – Education, Certification, Experience, Skills, Knowledge, and Abilities
- Experience with Mersive/Solstice or an equivalent AV system
- ITIL Foundations v5
- HDI Advanced Support Technician
- CompTIA A+, Security+, or Network+
Salary Grade
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact the Human Resources Department via email at HR@boc.us.com or by phone at 301-359-1721.