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Tier II Client Service Technician - Mobile Device

VancePoint is seeking a Tier II Client Service Technician to provide HQ AETC Information Technology Services Mobile Device support. The successful candidate will provide timely, proactive, high quality communications and computer services to each unit/directorate. The contractor shall be responsible for Tier II client support to include touch maintenance of user devices, initial problem triage and trouble ticket management.


The successful candidate is expected to be a self-starter and quickly ramp up to speed and be able to work independently with limited guidance.


  • Provide remote and desktop support and field technician support for desktops, portables, peripherals, and software

  • Maintain and troubleshoot laptops, tablets, personal digital assistants, cell phones, and wireless hotspots to support the government’s mission requirements

  • Troubleshoot Microsoft Office, Outlook, Win7, and Win10 Office Communicator/Lync 2013

  • Check system for authorized access to specific networks

  • Complete hardware implementation/installations

  • Troubleshooting software installs and issues

  • Reset passwords, creating accounts

  • Provide user support for the network and desktop hardware and software problems

  • Diagnose problems, and recommend and/or implement solutions

  • Create email accounts, change status in Active Directory

  • Support multiple U.S. Department of Defense (DoD) networks at different classifications

  • Support video teleconference (VTC) setup, operation, and scheduling

  • Document problems in the support solution database for diagnostics and solution implementation  


  • The candidates shall have, at a minimum, two (2) years of experience with Information Technology

  • The candidates shall have a SECRET clearance

  • More than one (1+) years of experience with Windows 10

  • More than one (1+) years of experience with Microsoft Office

  • Must meet DoD 8570 requirements (e.g. Sec+ ce certification and Computing Environment [WIN7, WIN10, CCNA, etc.] certification)

  • Must have high school diploma or equivalent

  • The candidates shall have at a minimum, one (1) year of experience with mobile device support to include, but not limited to laptops, Slates, Personal Digital Assistant and cell phones


  • Experience working in a DoD client services environment

  • ITIL v3 certification

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