Technical Support Specialist

3 weeks ago

Norfolk, Virginia, United States OSC Edge Full time

Tier II Help Desk Support Specialist Job Description

As a key member of the OSC Edge team, the Tier II Help Desk Support Specialist will provide technical support to end-users for PC, server, or mainframe applications or hardware. This role requires a strong understanding of IT support and technical knowledge, as well as excellent customer service skills.

Responsibilities:

  • Provide technical support to end-users for PC, server, or mainframe applications or hardware
  • Respond to telephone calls, email, and diagnose technical problems
  • Document, track, and monitor issues to ensure a timely resolution for both T1 & T2
  • Escalate issues that require engineering assistance to the engineers
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Simulate or recreate user problems to resolve operating difficulties and take a proactive approach to problem recognition, research, isolation, resolution, and follow-up steps
  • Recommend systems modifications to reduce user problems
  • Troubleshoot technical issues and reach out to engineering as needed
  • All other duties assigned by OSC Edge and governing contract office
  • Will be the escalation point for T1 Help Desk
  • Performs other tasks as required by OSC Edge and the Government contracting team

Service Desk Skills:

  • Ability to configure network printers
  • Must have a complete understanding on adding printers and software (Visio, Project, etc.) to end-user hardware
  • Strong understanding of AD to answer end-user questions, reset passwords, confirm identification
  • Complete understanding of how-to image/reimage end-user equipment
  • Effective troubleshoot skills for working with our end-user remotely and in person
  • Detailed-oriented to document the troubleshooting steps done to resolve the issue
  • Must be able to document and determine when to escalate a ticket to T3 (engineers)
  • Assist with the development and training of T1 agents
  • Review/Update existing Helpdesk SOP/Job Aids
  • Create new SOP's/Job aids as directed by the Helpdesk team lead

Required Qualifications/Education and Experience:

  • High school diploma or GED
  • Must have a valid Security+ Certification
  • Minimum of 3 years IT Help Desk Support experience
  • Strong knowledge of Footprints or similar ticketing system
  • Advanced understanding of IT support and technical knowledge
  • Strong customer service skills
  • Must have and maintain a Public Trust or Higher clearance

Equal Employment Opportunity:

OSC Edge is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

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