Tier 2 Help Desk Specialist

Overview

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Years of

Experience:

2 years of experience

Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline

The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support;

and management of escalation across all tiers.

Supports the escalation of tickets from Tier 1 for advanced troubleshooting. Analyze recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams.

• Serves as advanced technical support for an organization's software applications and collaboration platforms
• Serve as an escalation point for complex issues that Tier 1 support cannot resolve, requiring deeper knowledge of specific systems, software configurations, and user environments

• Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
• Public trust security clearance

• CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations
  * are preferred

• Organizational
  
  Skills:
  
  Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
• Team Work:
  Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
• Communications:
  Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills
• Quantitative Management:
  Ability to determine process measures and track to determine process effectiveness and efficiency.
• Problem Solving:
  Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
• Results oriented:
  Able to drive things forward regardless of personal interest in the task

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance

• Associate

• Full-time

• Other
• Industries: IT Services and IT Consulting

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