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IT Service Desk Tier 3 Support

4 months ago

Potomac, United States Amdex Full time
JOB NUMBER: 1534 | LOCATION: Bethesda, MD | CLEARANCE/ACCESS LEVEL: Public Trust

AMDEX.ai The Art of Data Science

We are a seasoned Full-spectrum data solutions firm. We deliver insights, strategies, data analytics, and technical expertise to accelerate data modernization. We specialize in data sciences and cloud solutions, application development and maintenance, program management, and health IT operations leveraging experience and trusted talent to solve the federal government’s most pressing business and technical challenges. Without you, it’s just data.

The Service Desk Tier 3 On-site Support shall resolve the most complex technical challenges, conduct in-depth root cause analyses, and offer custom solutions to the user community. Tier 3 is also responsible for maintaining complex standard operating procedures and contributing to the continuous environment optimization for our NIH client.

Responsibilities:
  • Provide in-depth troubleshooting for software applications, operating systems, and network problems. Resolve incidents escalated from Tier 1 and Tier 2 support. Actively assist with ticket handling to ensure that every incident is addressed effectively. Document detailed troubleshooting steps, solutions, and resolution times for escalated incidents.
  • Perform in-depth root cause analysis to determine the underlying reasons for recurring issues. Identify the root issue and offer a comprehensive understanding of the problem. Document the analysis in detail in ServiceNow, including screen captures and other visuals when needed. Provide recommendations, preventive measures, and action plans to address the root cause and mitigate future occurrences. Maintain clear timelines for issue escalation and assigned responsibilities. Update monitoring plans and comprehensive documentation Share lessons learned with team members. Share RCA can be presented to stakeholders, offering valuable insights and recommendations as needed.
  • Tier 2 Support maintains a database of supported applications, installation guides, configuration instructions, and troubleshooting procedures. Maintain a database of supported applications, including installation and troubleshooting guides.
  • Conduct hardware diagnostics and coordinate hardware repairs or replacements. Maintain thorough records of hardware diagnostics, including the results obtained, actions taken for repair or replacement, and comprehensive inventory management. Record hardware diagnostic results, repair/replacement actions taken, and equipment inventory.
  • Develop and maintain a range of documents and processes to enhance incident resolution and support such as SOPs, Knowledgebase articles, Root cause analysis, asset management records, performance metrics, and change management processes.
Requirements:
  • Bachelor’s degree in information technology, or equivalent training/certifications and experience. 5-7 years of experience providing Tier 2/3 support.
  • Experience in troubleshooting Microsoft Office 365, Windows Servers, and Mac OS.
  • Experience with Active Directory, Azure DevOps, Microsoft 365 applications, Microsoft Remote Desktop and ServiceNow, and tools such as PowerShell.
AMDEX Corporation offers a competitive salary package and attractive benefits package.
  • Medical | Dental | Vision (Base plan employee premiums 100% company paid)
  • Supplemental Health Plans
  • Employer Paid Life and Disability Insurance, STD and LTD
  • Employee Assistance Plan and Employee Discounts
  • 11 Federal Holidays | PTO accrual with carryover
  • 401(k) Plan with company match | Flexible Spending Accounts: Medical, Dependent, Transit
  • Tuition Reimbursement&Training Assistance


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