Tier II IT Support

2 weeks ago


Washington, United States Goldman Edwards Inc Full time

Job Title: Tier II Support

Location: Washington, DC

Position Type: Full Time

Job Overview:

This position is in Washington, DC at the Department of Transportation (DOT) Headquarters Building and is assigned to provide the below described services in support of the Desktop Engineering team. The Tier II Support position provides frontline support and technical assistance to our customers' IT staff. You will provide professional customer service, using best practices in troubleshooting, communication and problem resolution. You will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner.

Duties and Responsibilities:

Provide technical support to customers via phone, online, chat, and email

Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers

Ability to actively listen, and ask relevant questions

Communicate responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution

Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of work are captured into notes for each incident.

Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process

Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue

Effectively listen to all communications, identifying all issues and are resolved, including those that are regarding process, general concerns, chronic or systemic in nature

Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations

Develop and maintain consistent performance on all key performance indicators

Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation

Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine root cause of issues

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Required Qualification:

2+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software

Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments 3+ years of experience in a helpdesk environment specifically Tier II Support

Excellent professional, written and verbal communication skills

Familiar with contact center management concepts such as scheduling, performance measures and management, reporting, quality assurance methods, analytics, etc.

Benefits: Full benefit package Included.

Tier II IT Support
  • Tier II IT Support

    2 weeks ago


    Washington, United States Goldman Edwards Inc Full time

    Job DescriptionJob DescriptionJob Title: Tier II SupportLocation: Washington, DCPosition Type: Full TimeJob Overview:This position is in Washington, DC at the Department of Transportation (DOT) Headquarters’ Building and is assigned to provide the below described services in support of the Desktop Engineering team. The Tier II Support position provides...


  • Washington, United States INSPYR Solutions Full time

    Title: Desktop Support Tier IILocation: Washington DC onsite Monday through FridayDuration: 3 month contract to hireCompensation: $30-40/hr while on contractWork Requirements: Ability to obtain a public trust clearance or posses an active oneOur client seeks a Desktop Support Tier II Administrator to support a Federal Government client. The Tier II...


  • Washington, United States INSPYR Solutions Full time

    Title: Desktop Support Tier IILocation: Washington DC onsite Monday through FridayDuration: 3 month contract to hireCompensation: $30-40/hr while on contractWork Requirements: Ability to obtain a public trust clearance or posses an active oneOur client seeks a Desktop Support Tier II Administrator to support a Federal Government client. The Tier II...


  • Washington, United States Competitive Range Solutions LLC Full time

    Job Description: Partnering with the government, Competitive Range Solutions offers a unique platform to plan and deploy complex, IT-enabled, and mission-essential capabilities. We are committed to fostering professional growth and expanding our capabilities through challenging and exciting projects. Join our collaborative and congenial environment to take...


  • Washington, United States Competitive Range Solutions LLC Full time

    Job Description: Partnering with the government, Competitive Range Solutions offers a unique platform to plan and deploy complex, IT-enabled, and mission-essential capabilities. We are committed to fostering professional growth and expanding our capabilities through challenging and exciting projects. Join our collaborative and congenial environment to take...


  • Washington, United States ActioNet Full time

    ActioNet has an immediate opportunity for a **Tier II Desk side Support position** **located in **Washington D.C. Metro Area.** Are you ready to join our great team? You will be the SME for your site performing Tier II functions in coordination with the ITSS Project Manager and the Infrastructure team. **Duties and Responsibilities** - Provide surge support...


  • Washington, United States ActioNet Full time

    Description ActioNet has an immediate opportunity for a Tier II Desk side Support position located in Washington D.C. Metro Area. Are you ready to join our great team? You will be the SME for your site performing Tier II functions in coordination with the ITSS Project Manager and the Infrastructure team. Our team practices and ensures a positive Customer...


  • Washington, United States ALTA IT Services Full time

    Network Engineer Chantilly, VA TS/SCI CI Poly DESCRIPTION ALTA IT Services is looking for a Network Engineer to join our team to support our customer's computer data communications systems in providing design specifications, testing and inspections for computer networks; planning and implementing upgrades; as well as analyzing and organizing...


  • Washington, United States Tandym Group Full time

    A globally recognized media organization in Washington, D.C. is currently seeking a new Desktop & Client Support Technician for a Tier II position with their team.***The schedule would be Monday to Thursday (12pm to 9pm) and Sunday (6am to 3pm) with Fridays & Saturdays being off.***Responsibilities:The Desktop & Client Support Technician will:Monitor ticket...


  • Washington, United States Tandym Group Full time

    A globally recognized media organization in Washington, D.C. is currently seeking a new Desktop & Client Support Technician for a Tier II position with their team.***The schedule would be Monday to Thursday (12pm to 9pm) and Sunday (6am to 3pm) with Fridays & Saturdays being off.***Responsibilities:The Desktop & Client Support Technician will:Monitor ticket...


  • Washington, United States UpSlope Advisors Inc. Full time

    UpSlope Advisors is seeking an exceptional candidate to serve as the Help Desk Manager (Tier II) for a Department of Defense agency. The customer requires support to provide enterprise-level service desk and incidental information technology services. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset...


  • Washington, United States UPSLOPE ADVISORS, INC Full time

    Job DescriptionJob DescriptionSalary: UpSlope Advisors is seeking an exceptional candidate to serve as the Help Desk Manager (Tier II) for a Department of Defense agency.  The customer requires support to provide enterprise-level service desk and incidental information technology services. Services include: Help Desk Support, IT Operations Management and...


  • Washington DC, United States ALTA IT Services Full time

    Network Engineer  DESCRIPTION ALTA IT Services is looking for a Network Engineer to join our team to support our customer's computer data communications systems in providing design specifications, testing and inspections for computer networks; planning and implementing upgrades; as well as analyzing and organizing corresponding hardware and software...


  • Washington DC, United States ALTA IT Services Full time

    Network Engineer Chantilly, VA TS/SCI CI Poly DESCRIPTION ALTA IT Services is looking for a Network Engineer to join our team to support our customer's computer data communications systems in providing design specifications, testing and inspections for computer networks; planning and implementing upgrades; as well as analyzing and organizing corresponding...


  • Washington, United States Silo Smashers Full time

    BACKGROUND SiloSmashers is looking for a System Engineer Level II to support a Tier 1 Help Desk for a federal client. This tier 1 support consists of basic troubleshooting and repair of workstations, peripherals, network cabling, applications, network operating system, email, telnet, remote access, workstation moves or new installations, new account creation...


  • Washington, United States SiloSmashers Full time

    Job DescriptionJob DescriptionBACKGROUNDSiloSmashers is looking for a System Engineer Level II to support a Tier 1 Help Desk for a federal client. This tier 1 support consists of basic troubleshooting and repair of workstations, peripherals, network cabling, applications, network operating system, email, telnet, remote access, workstation moves or new...


  • Washington, Washington, D.C., United States General Dynamics Information Technology Full time

    Req ID: RQ174139Type of Requisition: RegularClearance Level Must Be Able to Obtain: NonePublic Trust/Other Required: NACI (T1)Job Family: Systems EngineeringSkills:Agile Methodology,Software Development Life Cycle (SDLC),Systems Development,Systems ManagementExperience:10 + years of related experienceJob Description:General Dynamics Information Technology...


  • Washington, United States Lawelawe Technology Services Full time

    The Help Desk Support Specialist will provide Tier II support and assistance to customers in resolving incidents, problems, and fulfilling service requests. The Help Desk team serves as the liaison between the IT team and the user community for service requests, change requests, and service disruptions. Duties: Provide Help Desk reports on the status of all...

  • NOC Engineer

    6 days ago


    Washington, United States Nicholson Staffing Solutions Full time

    Join our dynamic team as a Tier 2 NOC Network Administrator (Wed-Sat shift), where you will tackle challenging and complex support issues. This role involves leading efforts in network upgrades and playing a crucial part in coordinating both ticket management and resolution processes with other NOC and operational teams. You will be looked upon as a leader...


  • Washington, United States Dynamic Solutions Technology LLC Full time

    Job DescriptionJob DescriptionDynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time Operations Infrastructure Lead (Tier II). This position is in Washington, DC.The Operations Infrastructure Team Lead position is a hands-on position and this...