Service Desk Tier 2 with Security Clearance

4 weeks ago

Washington DC United States The Tatitlek Corporation Full time
Overview SUMMARY: The Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level
Tier 2 technicians shall be responsible for responding to and resolving "IT" Service Desk tickets on a timely manner
The persons assigned to this function will work directly with end users either remotely or at the customer's location until the incident or request is resolved
The contractor filling this position shall also be able to perform all duties and responsibilities at the Service Desk Tier 1 position level
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
* Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
* If the incidents or problems are identified as major and require a code or configuration change, the Tier 2 Support team routes the ticket to the Tier 3 Support team
EDUCATION AND EXPERIENCE:
• General understanding and knowledge of the Microsoft computing environment.
* At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests.
* At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy).
* At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software.
* CompTia Network+, or A+ is required, Network+ preferred for this position
SKILLS, KNOWLEDGE AND ABILITIES:
• Must possess a good understanding of basic networking technologies; e-mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and shall possesses good written and oral communication skills
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
WORK ENVIRONMENT: Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system
SUPERVISORY RESPONSIBILITIES: None
ADDITIONAL QUALIFYING FACTORS: As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results
The Tatitlek Corporation gives hiring, promotion, training and retention preference to Tatitlek shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job
As an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people
Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated
We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment
We support and obey laws that prohibit discrimination everywhere we do business.

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