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(2) Help Desk Tier II
#22765133
Washington, DC Contract On-Site Flexibility/Remote: 60%
Posted on
PlanIT Group is seeking a Help Desk Tier 11 to support our Federal customer in the Washington, DC area. Our client is currently seeking skilled and qualified candidates for their Help Desk Tier 2 Technician position. This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email.
Job Title: (2) Help Desk Tier II
Location: Hybrid in Washington, DC
Start Date: 08/26/24
Duration: One year plus
Must be able to obtain a Public Trust Clearance
Must be a US Citizen only
Job Title: (2) Help Desk Tier II
Location: Hybrid in Washington, DC
Start Date: 08/26/24
Duration: One year plus
Must be able to obtain a Public Trust Clearance
Must be a US Citizen only
| Help Desk Tier II Client is currently seeking skilled and qualified candidates for their Help Desk Tier 2 Technician position. This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. Day to Day Responsibilities: • Provide a high-level of customer service to all customers including effective communication. • Resolve issues for desktop and laptop incidents and requests in a timely manner. • Troubleshooting and resolving desktop/laptop software including installing, configuring, and understanding functionality. • Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc. • Effectively document the resolution process and mentor Service Desk personnel. • Contribute to departmental policies and procedures related to troubleshooting • Demonstrate a thorough understanding of departmental policies and procedures • Work with system and application owners to remediate reoccurring issues. • Ability to troubleshoot virtualized environments and make recommendations for improved performance. • Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager. • Support Windows 10, Mac OS, iOS, and Android. • Provide IT support relating to technical issues involving Microsoft core business applications and operating systems. • Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment. • Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees. • Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved. • Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed. • Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates. Basic Qualifications: • High School Diploma with 5 years of experience. • Ability to obtain and maintain a public trust clearance. • U.S. Citizenship • Experience working with computers and operating systems. • Experience with trouble ticketing system—currently using Service Manager • Thorough knowledge of desktop and business/technical support systems • Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS. • Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems. • Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus. • Experience in working on a Service Desk team supporting IT services. • Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc. • Minimum certification of at least ONE of the following: MCSA, MCSE, ACSP or ACMT. • Willing to work additional hours and/or perform additional tasks (including general office work) as needed. • Willing to participate in a one week on-call rotation requiring a high level of availability after hours and on the weekend. Preferred Qualifications: • Authorized MAC certification • Excellent customer service |