IT Technical Support Specialist

2 weeks ago

Washington, Washington, D.C., United States Artech LLC Full time
Job Title: Help Desk Tier 2 Technician

We are seeking a skilled and qualified Help Desk Tier 2 Technician to provide second-level support for all incident and service requests escalated by the Service Desk. This role will provide support onsite, remotely, over the phone, or via email.

Key Responsibilities:
  • Provide high-level customer service to all customers, including effective communication.
  • Resolve issues for desktop and laptop incidents and requests in a timely manner.
  • Troubleshoot and resolve desktop/laptop software, including installing, configuring, and understanding functionality.
  • Troubleshoot and resolve service-related issues, such as user data backup, printing, web-ex, etc.
  • Effectively document the resolution process and mentor Service Desk personnel.
  • Contribute to departmental policies and procedures related to troubleshooting.
  • Demonstrate a thorough understanding of departmental policies and procedures.
  • Work with system and application owners to remediate reoccurring issues.
  • Ability to troubleshoot virtualized environments and make recommendations for improved performance.
  • Respond to and resolve inbound computer-related end-user support tickets in a timely manner using Service Manager.
  • Support Windows 10, Mac OS, iOS, and Android.
  • Provide IT support relating to technical issues involving client core business applications and operating systems.
  • Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment.
  • Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees.
  • Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.
  • Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed.
  • Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on-time appointment arrivals and updates.
Basic Qualifications:
  • High School Diploma with 5 years of experience.
  • Ability to obtain and maintain a public trust clearance.
  • U.S. Citizenship.
  • Experience working with computers and operating systems.
  • Experience with trouble ticketing system—currently using Service Manager.
  • Thorough knowledge of desktop and business/technical support systems.
  • Experience installing and supporting applications such as Client Office and Outlook, O365, Windows 10, and Mac OS.
  • Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems.
  • Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.
  • Experience in working on a Service Desk team supporting IT services.
  • Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy, etc.
  • Minimum certification of at least ONE of the following: MCSA, MCSE, ACSP, or ACMT.
  • Willing to work additional hours and/or perform additional tasks (including general office work) as needed.
  • Willing to participate in a one-week on-call rotation requiring a high level of availability after hours and on the weekend.
Preferred Qualifications:
  • Authorized MAC certification.
  • Excellent customer service.

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