Tier 2 Service Desk-Night Shift with Security Clearance

Found in: Dice One Red US C2 - 1 week ago


Colorado Springs, United States TEKsystems co Allegis Group Full time
Position Description:
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Essential Job Functions:
- Provides first contact and incident response resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests. - Provides polite and customer friendly service support for problem resloution. - Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required. -Documents incident status and solutions in incident database tools. - Possesses current working knowledge of computers, printers, laptops, and common windows applications. - Works through various types of Tier II issues with telephone assist. - Provides answers to frequently asked questions or solutions to common problems as part of a customer self-help capability schedule. -Flexibility necessary - Night Shift 10pm-6am Required Certifications: - 8570 IAT II certification
-A+, HDI, ITIL Foundation OR Microsoft 365 Cert
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