Help Desk Tech Support Ii
2 weeks ago
**Tier II Deskside Support Technician**
Are you detailed oriented? Like to help solve complex technical issues?
If so, HumanTouch LLC is looking for you to join our team as a Tier II Deskside Technician
Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.
Deskside Technicians follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers. These services are provided through remote access.
Deskside Technicians provide on-site Deskside Support at multiple locations in the College Park, MD, Silver Spring, MD and Rockville, MD areas, Monday through Friday, for an 8-hour shift during the hours of 6:00 am 6:00 pm local time as well as when the Governments local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations. On-call services are required between 6:01 pm 5:59 am local time Monday through Friday, weekends, and Federal Holidays.
**Mandatory Requirements**
- Must be able to obtain Public Trust clearance.
- 1 year of Tier 1 or Tier 2 experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field.
**Preferred Skills/Experience**
- Possess excellent customer service skills
- Detail oriented and possess excellent organizational skills
- Excellent writing and communication skills
- Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities
- ServiceNow training or experience
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