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Tier 2 Help Desk Technician

2 months ago

Washington, United States Insight Global Full time

Location: Washington, DC (100% onsite)

Length: 6-month contract to hire

Salary: 20-25hr (potential flexibility depending on seniority)


Must-haves:

* BS Degree in Computer Science or Information Systems or Equivalent Experience

* 2+ Years experience as a Tier 2 Service desk engineer

* Experience with a ticketing system such as ServiceNow

* Active Directory Administration

* MacOS/iOS experience

* VPN Troubleshooting

* VTC experience

* Ability to interact at all levels of management internally, and with customers and vendors

* Excellent follow-through

* Takes initiative and doesn't need constant instruction

* Must be able to multi-task and manage time amongst clients

* Willingness to learn new tech and advance your career in the IT industry


Day-to-Day:

We have an exciting opportunity with the government to provide Tier 2 Service Desk support for their IT Operations Support division. Duties include:

* Analyze and troubleshoot technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).

* Investigate elevated client support issues to confirm the validity of the problem, research known solutions to the related issue.

* Utilize various diagnostic tools to identify root cause of hardware, software, network, and connectivity issues.

* Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also perform on site troubleshooting as required.

* Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine best solution. Validate results and make findings available for future troubleshooting and analysis.

* Contribute toward the research and development of solutions to new and unknown issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with our initiatives, client expectations as well as meeting SLAs.

* Provide technical escalation support to all Tier I and II Analysts for assigned customers.

* Work with the Service desk lead to coordinate the training of level 1 and level 2 Service desk team members on advanced IT topics networking, collaboration technologies and cybersecurity.

* Disseminate customer communications internally and publish to Analysts as needed.

* Periodically meet with stakeholders to discuss status and provide continual improvement strategies.

* Continuously recommend improvements in process and procedure to improve operations.