layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Help Desk Tier II at RCG | LAYIQ

Technical Support & Troubleshooting
· Provide Tier II technical support to end users through phone, email, chat, text, desk-side assistance, and remote support tools.
· Diagnose and resolve complex PC and Mac hardware, operating system, software, peripheral, and network-related issues.
· Troubleshoot network connectivity and routing issues and provide general server support.
· Install, configure, troubleshoot, maintain, and deploy computer hardware and software.
· Utilize BeyondTrust Remote Support to troubleshoot and resolve issues for remote users.
· Guide users through software installations, application configurations, and peripheral setup.
· Provide Commercial Off-The-Shelf (COTS) application support.
· Troubleshoot, test solutions, verify resolutions, and conduct follow-up support.
· Identify and implement process improvements to enhance service delivery.
Account Administration & Endpoint Security
· Manage Active Directory user and computer accounts.
· Create and maintain email accounts and process user account requests.
· Join computers to Active Directory.
· Configure and manage Microsoft BitLocker encryption.
· Prepare, configure, and provision new computers and iOS devices.
· Configure and troubleshoot DoD Common Access Cards (CAC).
· Configure Cisco VPN accounts and endpoint clients.
· Assist with desktop operating system security updates and vulnerability remediation.
· Support employee onboarding and offboarding activities.
Service Management & Documentation
· Create, update, track, and resolve incidents and service requests using Zendesk and Jira IT Service Management.
· Maintain accurate documentation of technical issues, troubleshooting procedures, and resolutions.
· Develop and maintain user-facing self-help guides and internal technical documentation.
· Maintain IT equipment inventory and equipment stock.
· Support IT asset management and inventory activities.
· Escort IT vendors on-site as required.
· Participate in team meetings and knowledge-sharing activities.
Conference Room & Multimedia Support
· Install, configure, maintain, and troubleshoot conference room and multimedia equipment.
· Set up and support hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
· Troubleshoot projectors, televisions, video cameras, power distribution units, and specialized conferencing equipment.
· Support audio/visual technologies, including wired and wireless microphones, speakers, amplifiers, digital mixers, and Dante audio protocol.
· Support Crestron and AMX audio/visual control systems.
· Create and distribute meeting invitations using Google Meet and Cisco Webex.
· Provide technical support for on-site meetings, conferences, and special events.
· Support off-site meetings, conferences, and events as needed.

Help Desk Tier II

Employer job description

What You'll Do

Requirements

What We're Looking For

Preferred Qualifications

Benefits

Equal opportunity and accommodations

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