Tier 2 IT Support Specialist

4 weeks ago

Washington, Washington, D.C., United States ECS Limited Full time
Job Summary:

ECS Limited is seeking a highly skilled Tier 2 Service Desk Engineer to join our team. As a key member of our IT operations support division, you will be responsible for providing technical support to our clients, analyzing and troubleshooting complex technical problems, and resolving hardware, software, network, and connectivity issues.

Key Responsibilities:

• Analyze and troubleshoot technical problems and resolve complex hardware, software, network, and connectivity issues via various methods.
• Investigate elevated client support issues to confirm the validity of the problem and research known solutions to the related issue.
• Utilize various diagnostic tools to identify the root cause of hardware, software, network, and connectivity issues.
• Provide thorough diagnostic and troubleshooting services to resolve client issues remotely, as well as perform on-site troubleshooting as required.
• Design and develop one or more courses of action, evaluate each course in a test environment to determine the best solution, and validate results for future troubleshooting and analysis.
• Contribute to the research and development of solutions to new and unknown issues, ensuring technical support services are delivered to clients in a high-quality and professional manner consistent with ECS initiatives and client expectations.
• Provide technical escalation support to all Tier I and II Analysts for assigned customers.
• Work with the Service Desk Lead to coordinate the training of Level 1 and Level 2 Service Desk team members on advanced IT topics, including networking, collaboration technologies, and cybersecurity.
• Disseminate customer communications internally and publish to Analysts as needed.
• Periodically meet with US Mint stakeholders to discuss status and provide continual improvement strategies.
• Continuously recommend improvements in process and procedure to improve operations.

Requirements:

• 2+ years of experience as a Tier 2 Service Desk Engineer
• ITILv4 Certification or ability to gain before start
• Experience with a ticketing system such as ServiceNow
• Active Directory Administration
• MacOS/iOS experience
• VPN Troubleshooting
• VTC experience
• Ability to interact at all levels of management internally and with customers and vendors
• Excellent follow-through
• Takes initiative and doesn't need constant instruction
• Must be able to multi-task and manage time amongst clients
• Willingness to learn new technology and advance your career in the IT industry
• Good verbal and written communication skills are a must

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