Help Desk Specialist II

Job Summary

The Service Desk Specialist must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times. The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems.

Must contribute to deliverables and performance metrics where applicable. The Tier II support is involved in resolving complex issues, however, under situations requiring increased workforce at Tier I, such as surges in high call volume, Tier II resource may be partially or fully diverted to Tier I support.

• Provide onsite desk-side and remote technical support. The onsite support may require local travel
• Intercept and manage customer IT service requests via telephone, fax, e-mail, or walk-in
• Log a service ticket for every customer interaction regardless of the mode of communication (email, phone, fax, or walk-in)
• Provide infrastructure monitoring and critical events management support for MEMC. Proactively identify and elevate issues within WMATA's environments using existing processes and suite of enterprise monitoring tools within MEMC. Tier II resources supporting this function must have a strong understanding of all layers of the OSI model, network devices and enterprise monitoring tools. Strong server and data communications background is a must
• Troubleshoot and triage service requests face to face and/or via remote access
• Resolve service tickets or elevate to other support entities as needed and within SLA parameters.
• Support WMATA's PC Refresh Program. The program includes but is not limited to: replacing old computers with new computers provided by WMATA; migrating data and settings from old computers to new computers; scheduling appointments with respective customers; performing surveys for quality assurance purposes and other administrative duties as needed
• Support computer and peripheral moves for customers moving offices or cubicles to new location
• Provide special services that include on-site moves, Endpoint hardware set up and support, and projector support and installation, site and station manager kiosk support
• Perform endpoint device imaging
• Responds and diagnoses problems through discussion with users and hands on assistance
• Provides on-site support to end users on a variety of issues
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
• Documents, tracks, and monitor tickets to ensure a timely resolution.
• Provides second-tier support to users’ applications or hardware issues.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Performs Moves, Adds and Changes (MAC)
• Travel is required, up to 50%. Selectees may be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support. Travel will be reimbursed

• Required:
  
  (or can obtain within 60 days of hire) Microsoft Office Specialist certification for Office 2007 or later.
• Required:
  
  One of the following. ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification.
• Knowledge Requirements:
  Microsoft network or enterprise support, Active Directory, Microsoft Office 2010, Office 2013, Office 365, Blackberry, MaaS
  360, NetIQ Directory Resource Administrator (DRA), Systems Center Configuration Manager (SCCM), Cisco Any Connect, Citrix Xen Desktop, Junos Pulse, Net Screen VPN, BMC Remedy 7.5 or 8.1 employing Incident Management (IM), Knowledge Repository (KR), Service Request (SR), Problem Management (PM), and Service Level (SL) modules.

At least 2 years of current experience in participating in a desk-side support environment.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation.