Tier II IT Support

6 days ago

Washington, United States Goldman Edwards Inc Full time
Job DescriptionJob Description

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 Qualifications

• 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.

Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and can obtain a public trust

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