Helpdesk Technician Tier 2

3 days ago

Fairfax, United States Highlight Full time


Highlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center.


Responsibilities

Receive and resolve Level II requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel, reboot servers and utilizing multiple data sources and tools in the diagnosis and assessment of system degradation which include Citrix, Active Directory, Remedy, WhatsUp Gold (WUG): MS Office, Microsoft TEAMS, MS Exchange Management Console, Internet Explorer. Provide Tier II support to resolve problems on internal and customer systems and escalate problems to Tier II/III support. Escalate and communicate customer issues and network related alerts to Level 3 NOC staff, management and administration as defined by policies and escalation procedures. Interface between customers/engineers, vendors/providers leveraging Remedy while managing network operations using various network management tools. Monitor network appliances/infrastructure, servers, operating systems, software applications, and hardware. Monitor system availability and performance tools. Work as a team member to meet or exceed service level targets. Demonstrate exceptional oral and written communications, including customer service skills with attention to detail; ability to multi-task efficiently; work independently and/or as a part of a team with capability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment. Knowledge of Windows & Mac hardware and software products for troubleshooting efforts. Managing and supporting end-user devices, such as desktop systems and other peripheral equipment. Perform physical inventory validation as requested. Other duties as assigned.
Qualifications

Public Trust eligible 1-3+ years of experience as a Help Desk Technician Possesses a range of skills and knowledge in computer hardware and software Extensive experience supporting Microsoft based platforms (Windows 7 or higher, Active Directory, Microsoft 365, Office Productivity Suite) Proficient in Remote Desktop services and Active Directory management Knowledge of Windows & Mac hardware and software products for troubleshooting efforts Managing and supporting end-user devices, such as desktop systems and other peripheral equipment Working knowledge of Service Now Asset Lifecycle Mgmt./Maint. Experience in understanding VPN and LAN/WAN network troubleshooting Understanding of internet security and data privacy principles

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