Help Desk Technician (Tier I/II)
Arlington, VA 
Posted 15 days ago
Job Description

Essential Functions and Job Responsibilities:

  • Provide Tier I and Tier II phone and desktop support onsite at the PSI office in Arlington, VA three days a week, as well as support corporate users and endpoints located across multiple remote locations and offices.
  • Provide Tier I and Tier II phone and desktop support remotely two days a week as well as support corporate users and endpoints located across multiple remote locations and offices.
  • Manage desktop configurations across the PSI enterprise and assist in resolution of all problems reported to the PSI Technology Management (TM) Helpdesk.
  • Track tickets using the approved service delivery system and resolve issues according to published Service Level Agreements (SLAs).
  • Coordinate network and desktop ticket resolution activities and assist with assigning tasks to the appropriate technical, professional, and service personnel as well as escalate issues to higher-level technicians as needed. Report issues involving non-routine requests and problems to TM management.
  • Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions for information systems in a fast-paced, 24x7x365 environment including Microsoft Windows 10, Microsoft Office 365, Microsoft Intune and Azure.
  • Assist with performing requirements analysis, procurement support, installation, and training.
  • Leverage Microsoft Intune deployment capabilities to effectively provision enterprise laptops.
  • Develop user and internal TM documentation and suggest and/or implement processes as needed to support the corporate desktop environment.
  • Prepare/Track CMMI related documentation.

Minimim Requirements:

  • Position requires AA degree in related field and minimum of 3 years technical support experience and 2 years of Customer Service. An equivalent combination of education and experience may be considered. Experience must also include but not limited to the following:
  • Hardware/Software configuration and troubleshooting.
  • Experience with Microsoft Active Directory and Azure Active Directory.
  • Experience with Microsoft administration and support tools.
  • Experience with Office 365 workloads including Exchange, Office apps, and Microsoft Teams.
  • Ability to excel in a hands-on position in a fast-paced environment operating 24x7x365.
  • Windows 10 configuration and troubleshooting and experience with legacy Microsoft OS platforms.
  • Experience with configuration, deployment, and troubleshooting of Office 365 including MSI and Click to Run deployments for the desktop. Experience with Office Online products, services, and apps. Certifications preferred.
  • Outgoing team player and self-motivated individual with excellent communication skills with the ability and desire to interact with all customers and work closely with other technical staff or independently.
  • Demonstrated ability to multi-task effectively under pressure with the ability to frequently re-assess priorities for multiple tasks or projects.
  • Strong time management and resource management capabilities.
  • Knowledge of/experience with Microsoft Intune desktop management capabilities.
  • Knowledge of/experience with Windows Server concepts.
  • U.S. citizenship required. Applicants selected will be subject to a government investigation and must meet eligibility requirements for access to classified information and obtain a Government-granted Security clearance.

Preferred Requirements:

  • Experience with Service Desk management tools such as BMC Track-It.
  • Microsoft Office Product certifications/training.
  • Experience with Microsoft Teams.
  • Experience with SharePoint including Office integration capabilities.
  • Experience with Microsoft Intune.
  • Experience with Apple Mac Enterprise Management.
  • Experience with Microsoft Auto Pilot and White Glove deployment.
  • Experience with Microsoft Dynamics.
  • Experience with network concepts, administration, and management.
  • Experience with backup and recovery systems and capabilities.
  • Experience with CMMI for Services framework

Planned Systems International provides our customers with value-added management consulting and information technology services that consistently deliver success, and we are recognized as a world-class provider of innovative solutions that benefit mankind. From Systems Lifecycle Support and Healthcare IT Solutions to Network and Desktop Solutions and e-Business, PSI is focused on making our clients' businesses run smoother and better. With a highly trained technical staff, we apply state-of-the-art information technologies, the industry's most advanced methodologies, and broad-based support services to clients in U.S. Government agencies and the commercial sector.

PSI is an Equal Opportunity Employer.
All qualified candidates are encouraged to apply, including:
Minorities, Women, Individuals with Disabilities, and Protected Veterans.
VEVRAA Federal Contractor requesting priority referrals of Protected Veterans.


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
2 to 3 years
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