Help Desk Tier II Tech (Part Time)

Networking For Future, Inc. (NFF) is a Washington, DC-based company offering a performance-focused approach to delivering transformational IT, managed services, and smart technology solutions. Since 1996, NFF has delivered architecture, design implementation, professional support services, managed services, and hardware and software sales related to Network Infrastructure, Cybersecurity, Cloud and Data Center Solutions, Smart Technologies, Collaboration and Mobility, and Workforce Solutions.

In addition, NFF, an ISO 9001:2015 and ISO 27001:2022 certified company, is a Cisco Gold Integrator Partner, Splunk Partner, Arista Partner, Cohesity Partner, Apptega Partner, NetApp Gold Partner, VMware Enterprise Partner, Axis Communications, Signify Partner, Rapid7 Partner, Foresite Partner, Arctic Wolf Partner, Microsoft Certified Silver Partner, Dell Solution Provider Partner. NFF also holds GSA Schedule 47QTCA21D0047 and many other government contract vehicles.

The Tier II technician provides direct technical support  to one of our premier DC Customers.The resource troubleshoots and maintains call floor workstations, CAD (Computer Aided Dispatch) and other mission criticalapplications, voice recording systems, and other integrated platforms used by call takers and dispatchers. In addition, the technician supports the MDC division by imaging, configuring, and repairing mobile devices, routers, and tablets deployed in vehicles. This role requires monitoring and escalating network and system performance issues, performing software updates and patching, and coordinating with internal IT and vendor partners to resolve incidents quickly, troubleshoot technical issues, and prevent service disruption.

Shift times: 6 AM - 4 PM; 2 PM - Midnight; 10PM - 8 AM

Responsibilities: 

• Provides Tier II IT support for 911 and 311 call floor operations, including troubleshooting workstations, testing software updates, resolving system glitches, and assisting users. 
• Supports MDC division operations, including imaging, processing client support requests, configuring, and maintaining toughbooks, routers, and associated vehicle installations. 
• Provides support and feedback on implementation of IT hardware and application solutions for the call floor and MDC environments. 
• Performs tests, participates in system acceptance procedures, and performance monitoring methods for call floor applications and MDC systems. 
• Supports radio communications, dispatch operations, and network system infrastructure, including routine monitoring, alarm escalation, and coordination with external stakeholders.
• Provides IT support for Mobile VPN and mobile connectivity tools, including diagnostics, troubleshooting, and coverage analysis. 
• Supports IT asset management by tracking, updating, and maintaining inventory of call floor and MDC hardware, ensuring accurate records of equipment assignment, deployment, and lifecycle status.
• Uses the ServiceNow ticketing system to open, track, update, and close OUC-IT service tickets in accordance with established processes.
•  Assists with security patching, operating system upgrades, firewall coordination, and integration of agency software into call floor and MDC environments.
• Assists in the deployment of new hardware and applications, including installation, configuration, testing, and user support.
• Performs other duties and responsibilities as required, assigned, or requested.

Qualifications: 

• 6+ years of help desk service tech experience 
• 2+ years of hands-on hardware ticketing experience working on laptops, routers, computers, and vehicle software

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

• Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
• STD, LTD, Supplemental life insurance and ADD&D
• Comprehensive 401k plan
• Paid Time Off

NFF is an Equal Opportunity Employer.

Important Notice: All NFF Inc communications come from @nffinc.com. Emails from other domains claiming to be NFF are likely scams. Be cautious, verify senders, and report suspicious messages immediately.