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