Tier III Help Desk Support Specialist

Tier III Help Desk Support Specialist Remote, OR, USASalary

Full Time

is a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Tier III Help Desk Support Specialist to support government agency based in Washington, DC, Maryland, to include sites in South Carolina, Tennessee, and Texas. This is an exempt position hits remote flexibility.

Responsible for providing first-tier support, consisting of technical and problem resolution support and consistently deliver superior support that results in positive customer experiences in a mission-driven organization

Technicians will troubleshoot and resolve issues with laptop PCs, portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color Laser Jet printers, personal Laser Jet printers, flatbed scanners, Canon high-speed scanning fax machines, government provided mobile devices

Accept user support tickets that come into the Help Desk via telephone, email or IT Support Ticket

Ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution

Assist end users and troubleshoot issues, ask probing questions, listen, and record data, capture details and actions performed in all customer tickets

Resolve issues using the knowledgebase, elevate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots

Provide customer follow up support for open, outstanding support requests and strive for a timely resolution

Provides enhanced desktop and user support service to VIP customers

Contributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures (SOPs) and Training manuals for support

Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

High Scholl Diploma or GED certificate

5 to 6 years of relevant experience

At minimum, Security clearance/investigation of a Tier1/National Agency Check w/Inquiries (NACI)

One or more of the following industry certifications is highly desired.

• Help Desk Institute (HDI)
• CompTIA A
• CompTIA Network
• CompTIA Security
• MCSA:
  Windows 10
• MCSE:
  Desktop Infrastructure
• MCDST:
  Microsoft Certified Desktop Support Technician
• ITIL Foundation (Within 3 months from date of hire)

Have knowledge of commercial off-the-shelf (COTS) applications (such as Adobe Acrobat and the Microsoft Office suite), and networking.

Experience working in help desk ticketing platforms, type and document notes in real-time while engaged with the customer on the phone

Remedy and/or Service Now tools with experience in processes for Service Requests, Incidents, Change and Problem Management

Ability to work independently and as a team member

Ability to complete concurrent tasks

Ability to learn and apply technical concepts to assigned duties.

Excellent oral and written skills.

Excellent critical thinking skills.

Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook.