Desktop Support

3 months ago

Bethesda, United States Government Contractor Full time
Job DescriptionJob Description

IT User Support Specialist / Help Desk Tier II
Bethesda MD

MUST :
Current Public Trust and eligible for Secret clearance or Active DoD Secret Clearance
2+ years of profession Tier II experience providing Operation and network support, Automation software and remote access software support
Efficient experience work with PC software and providing troubleshooting
Solid understanding of military community and speech
Strong ServiceNow ticketing experience is desired
ITIL service framework and best business practices
Excellent communications both written and verbal skills
Strong attention to detail and good problem solving skills
High level customer service skills
Current Security+ce certification or A+ce and windows certification

DUTIES :
Ideal candidate is the first point of contact for clients with technical issues and will be responsible for quickly troubleshooting issues or moving to the appropriate team
Technical support includes answering telephones, email, virtual support rooms, and walk-in service
provide End User Device support service and incident resolution remotely and through desk-side touch ­labor services to ensure that the end user operational environment is functional
Write/document detailed troubleshooting results in help desk ticket tracking
Pull computer/server log files and send them to Tier 3 support for further diagnosis
Multi-task 3-5 concurrent computer support activities with detailed processes
Recall from memory in a timely manner established computer support techniques
As needed, perform troubleshooting for computer break-fix processes and software upgrades
Work in Google Meet virtual support rooms to consult, troubleshoot, and resolve technical issues for end users
Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures
Perform computer imaging, software, printer, and hardware system configuration
Collect end of life hardware and peripherals and prepare for disposal per regulations
Write/document detailed troubleshooting results in ServiceNow ticket tracking
Pull computer/server log files and send them to Tier 3 support for further diagnosis
Multi-task 3-5 concurrent computer support activities with detailed processes
Perform troubleshooting for computer break-fix processes and software upgrades

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