As a Tier II Help Desk Support Specialist, the individual will be experienced in today's technologies able to address and respond to more technical issues through advance diagnosis/analyst. The Tier II Help Desk Support Specialist will work technical solutions for incoming end user inquiries and issues related to computer systems, software, and hardware. In this role, the Help Desk Specialist will serve in a support function for customer concerns and has an escalation point the Tier I Help Desk agent.
Responsibilities
Provides support to end users for either PC, server, or mainframe applications or hardware
Responds to telephone calls, email and diagnose technical problems
Document, track, and monitors issues to ensure a timely resolution for both T1 & T2
Escalation of issues that require engineering assistance to the engineers
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
Simulate or recreate user problems to resolve operating difficulties and take a proactive approach to problem recognition, research, isolation, resolution, and follow-up steps
Recommends systems modifications to reduce user problems
Troubleshoots technical issues and reach out to engineering as needed
All other duties assigned by OSC and governing contract office
Will be the escalation point for T1 Help Desk
Performs other tasks as required by OSC Edge and the Government contracting team
Service Desk Skills
Ability to configure network printers
Must have a complete understanding on adding printers and software (Visio, Project, etc.) to end user hardware
Strong understanding of AD to answer end user questions, reset passwords, confirm identification
Complete understanding of how-to image/reimage end user equipment
Effective troubleshoot skills for working with our end user remotely and in person
Detailed oriented to document the troubleshooting steps done to resolve the issue
Must be able document an determine when to escalate a ticket to T3 (engineers)
Assist with the development and training of T1 agents
Review/Update existing Helpdesk SOP/Job Aids
Cerate new SOP's/Job aids as direct by the Helpdesk team lead
Required Qualifications/Education and Experience
High school diploma or GED
Must have a valid Security+ Certification
Minimum of 3 years IT Help Desk Support experience
Strong knowledge of Footprints or similar ticketing system
Advanced understanding of IT support and technical knowledge
Strong customer service skills
Must have and maintain a Public Trust or Higher clearance
Equal Employment Opportunity/M/F/disability/protected veteran status
Equal Employment Opportunity/M/F/disability/protected veteran status
