Tier 2 Technician

Tier 2 Technician

Location:

Seattle, WA

Follow defined incident management workflow and process (i.e. creation, update, escalation, resolve)

Troubleshoot, prioritize, research and document user problems thoroughly and accurately in accordance with documented procedures to include appropriate escalation handoff; keeping of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction

Bring reoccurring user issues and solutions to management's attention

Always maintain a positive attitude and professional manner when dealing with customers, colleagues and managers

Support end user requests for hardware or software issues on desktops, laptops, tablets, mobile devices, phone systems, conference room technologies and associated peripherals

Support and maintain a local server and infrastructure racks, including cabling, hardware installation, power management, etc.

Maintain and perform asset inventory for the local site for all IT assets

Accurately track and document inventory changes as often as contractually required

Monitor local NARA authorized servers, UPS, and other NARA enterprise equipment

Perform additional duties as required to include Tier 1 – 2 support as part of the service desk queue

Ability and willingness to travel to other customer sites when needed and with advanced notice (travel expenses will be covered)

Note:

Must be US Citizen