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Tier 2 IT Support Engineer

4 months ago

Washington, United States Releady Full time
Job DescriptionJob DescriptionOVERVIEWJoin our client's team and play a pivotal role in supporting employees, ensuring they have the best possible support experience. As part of a globally distributed team, you will provide IT support, help employees leverage technology for productivity, and advocate for their technological needs. This position involves both in-office and remote work, ideally 2-3 days per week in the office located in Washington, DC. RESPONSIBILITIES
  • Provide daily support and triage for federal employees through various channels, including tickets, walk-ups, Slack, and email.
  • Quickly resolve break/fix issues, perform regular proactive maintenance, and assist with onsite projects as needed.
  • Manage inventory and assets, including receiving, building, and maintaining hardware, while handling high-priority escalations and high-pressure situations.
  • Meet or exceed Service Delivery SLAs and customer satisfaction goals by proactively identifying opportunities to enhance productivity for customers and the team.
  • Communicate effectively with empathy and a customer-first mindset, creating knowledge articles and videos on technology best practices.
  • Aim to resolve support interactions on first contact while balancing multiple demands in a fast-paced environment.
  • Be available for on-site work as required and recognize potential user issues as larger system or company-wide incidents.
  • Maintain a positive and engaging attitude in daily work.
QUALIFICATIONS
  • MUST have U.S. citizenship and residency.
  • 2+ years of experience in MacOS technical support within a heavily SaaS-based environment, managing user/role-based access to systems
  • Experience supporting Virtual Desktop Infrastructure (VDI) solutions (VMware, AWS) and experience with Zoom / Zoom Room support is a plus
  • JAMF experience is required
  • Flexibility for early morning and some late evening support
  • Strong multitasking skills and the ability to manage multiple projects with high accuracy and attention to detail
  • Excellent communication skills and a strong customer service attitude.
  • Proven ability to take ownership of tasks and projects and follow through to completion.
  • Willingness and ability to work in a hybrid manner, with on-site presence as needed.
LOGISTICS
  • Hybrid: Must be a US Citizen & Resident - will be commuting to office in Washington, DC 2-3 days per week
  • Hourly Rate: $24 (based on experience level)
  • Hours: 40 hours / week
  • Targeted start date: July 2024
  • Duration: 6 month contract assignment
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.