• Job Description

  Req#: 3832
  Overview
  
  
  BigBear.ai is seeking a talented Helpdesk Technician - Tier 2 who can support the company’s need to provision and deprovision accounts, setup and maintain devices, monitor systems, track inventory, maintain infrastructure, and support end-users. The successful candidate will have experience with technologies such as Windows 10, Microsoft 365, MacOS, Android & iOS devices, software installation, and networking. This position will serve as an escalation point and will handle complex problems and requests.
  This position will offer remote flexibility.
  This position will be at the forefront of all major IT Department initiatives, improvements, and modifications. As such it will play a major role in departmental goal performance, while also being exposed to new technologies, systems, and processes.
  
  What you will do
  
  
  • Provide Tier 2 helpdesk support for end-users
  • Work in collaboration with Tier 1 and 3 technicians as well as engineering team
  • Provide training and guidance for Tier 1 resources
  • Provision and deprovision accounts
  • Setup and maintain devices
  • Troubleshoot hardware and configuration issues
  • Provide end-user training on devices and software
  • Take detailed notes, and work within a structured ticketing system
  • Write technical documents for end-users and internal team
  • Perform inventory audits
  • Process IT shipping and receiving needs
  • Run reports on health of IT systems
  • Ability to make independent decisions within established processes with limited direction
  
  What you need to have
  
  
  • At least 3-5 years of relevant, professional experience
  • Working knowledge with five or more of the following:
  • Windows 10 administration
  • MacOS administration
  • Linux administration
  • Android and iOS remote management
  • Cloud technologies (Office 365, Azure, AWS, etc.)
  • Helpdesk ticketing systems (Remedy, Heat, ConnectWise, Autotask, etc.)
  • L2 and L3 networking
  • Inventory tracking systems
  • Provisioning and deprovisioning accounts in a major SaaS platform
  • Ability to follow and adhere to written procedures, processes, and standards
  • Ability to interact and communicate with clients and peers in a positive, collaborative, and constructive manner
  • Good organizational and time management skills to handle multiple tasks simultaneously
  • Good communication skills
  • Bachelors Degree in relevant IT field; and/or IT certifications (CompTIA Sec+, ITIL Foundation, M365 Certified, etc.); and/or equivalent professional experience.
  • Ability to acquire a US Government security clearance and manage data enclaves that contain export-controlled CUI
  
  What we'd like you to have
  
  
  • Experience with ticketing systems and working on a Help Desk
  • Strong customer service background
  
  About BigBear.ai
  
  
  BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on BigBear.ai’s predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in Columbia, Maryland, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit https://bigbear.ai/ and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.
  
  
  • At least 3-5 years of relevant, professional experience
  • Working knowledge with five or more of the following:
  • Windows 10 administration
  • MacOS administration
  • Linux administration
  • Android and iOS remote management
  • Cloud technologies (Office 365, Azure, AWS, etc.)
  • Helpdesk ticketing systems (Remedy, Heat, ConnectWise, Autotask, etc.)
  • L2 and L3 networking
  • Inventory tracking systems
  • Provisioning and deprovisioning accounts in a major SaaS platform
  • Ability to follow and adhere to written procedures, processes, and standards
  • Ability to interact and communicate with clients and peers in a positive, collaborative, and constructive manner
  • Good organizational and time management skills to handle multiple tasks simultaneously
  • Good communication skills
  • Bachelors Degree in relevant IT field; and/or IT certifications (CompTIA Sec+, ITIL Foundation, M365 Certified, etc.); and/or equivalent professional experience.
  • Ability to acquire a US Government security clearance and manage data enclaves that contain export-controlled CUI
  
  
  • Provide Tier 2 helpdesk support for end-users
  • Work in collaboration with Tier 1 and 3 technicians as well as engineering team
  • Provide training and guidance for Tier 1 resources
  • Provision and deprovision accounts
  • Setup and maintain devices
  • Troubleshoot hardware and configuration issues
  • Provide end-user training on devices and software
  • Take detailed notes, and work within a structured ticketing system
  • Write technical documents for end-users and internal team
  • Perform inventory audits
  • Process IT shipping and receiving needs
  • Run reports on health of IT systems
  • Ability to make independent decisions within established processes with limited direction

• About the company

  BigBear, Inc. is a leading provider of big data computing and analytical solutions.

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