Tier 2 Technical Support

MVP Consulting Plus
Annapolis, MD
Mar 19, 2019
Mar 20, 2019
Accountant, IT
Full Time
All positions require Secret Security Clearance for a federal contract opportunity Job Summary Provides desktop and remote technical support to users on end user hardware. Troubleshoots laptopdesktop PC problems. Responds and follows-up on customer support problems, provides timely and professional Desktop support to users. You will be interfacing with users, therefore you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Qualifications Required 3 years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following Windows 107, Mac OS 10.810.9, and Microsoft Office suite Experience using ticketing system (preferably ServiceNOW) Strong customer service and end user equipment support skills Strong written and oral communications Must be able to obtain an Security clearance Education Associates Degree or 2 years IT experience in lieu of degree Job Responsibilities Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate tofrom application servers and third-party support software Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals. Provide end-user software troubleshooting and support daily maintenance and incidentproblem resolution for escalation of desktop support related issues Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required Connects and configures IT devices to use computer networks Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates Provides software support for users applications, including basic to advanced software operations and general use of computers and peripherals Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management Provides virtualremote assistance sessions with Bomgar and Apple Remote Desktop Develops end-user documentation and instructions Document all user requests and actions taken in ServiceNOW ticketing system. Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction Ability to work well under pressure and to meet deadlines as needed Re-images desktops and laptops, as needed, and deploys new equipment to end users Participate in special projects as required Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory Performs advanced diagnostics, analysis, repairs, or replacement hardware for PCrsquos, laptops, and peripherals Follows set policies and procedures when assisting clients to ensure proper handling of requests Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier III support Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed Supports continuous improvement in the process and quality of the operations Provide support for escalated issues from help desk analysts

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