IT Service Desk Tier 2 Support

2 weeks ago

Bethesda, United States Elegant Enterprise-Wide Solutions, Inc. Full time

The Project Management Office (PMO) shall provide project intake, management, and closeout processes for the agency using Microsoft Azure DevOps and other project/work management suites. Using the Agile framework as a guideline, the PMO shall be responsible for building and maintaining project management processes for the agency, facilitating project intake for new projects/initiatives, monitoring existing projects/initiatives, project closeout, Agile process training and ongoing education, and requirements gathering. The PMO also employs continuous improvement methodology to refine and revise project management processes.

Service Desk Section

The NIA leverages the Microsoft 365 Government suite (Outlook, Word, Excel, PowerPoint, Teams, etc.). NIA utilizes Microsoft SharePoint for document management and sharing. Help desk staff also uses Active Directory for user account management, access controls, and password resets. Furthermore, remote desktop solutions such as Microsoft Remote Desktop and tools like PowerShell are frequently employed to provide efficient and responsive support, all of which contribute to the help desk's effectiveness in resolving user concerns.

Tier 2 shall serve as an escalation path for Tier 1 support by handling more complex technical issues, creating and maintaining standard operating procedures, updating the knowledge base, and ensuring a streamlined approach to incident resolution.

• Advanced Technical Support: Provide in-depth troubleshooting for software applications, operating systems, and network problems. Resolve incidents escalated from Tier 1 support. Actively assist with ticket handling to ensure each incident is addressed effectively.

Deliverable: Document detailed troubleshooting steps, solutions, and resolution times for escalated incidents.

• Application Support: Provide comprehensive support for specialized software applications. Addressing technical queries, and offering user training when necessary.

Tier 2 Support maintains a database of supported applications, installation guides, configuration instructions, and troubleshooting procedures.

Deliverable: Maintain a database of supported applications, including installation and troubleshooting guides.

• Hardware Diagnostics: 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.

Deliverable: Record hardware diagnostic results, repair/replacement actions taken, and equipment inventory

• Documentation: Develop and maintain a range of documents and process to enhance incident resolution and support. This includes but is not limited to:

o Standard Operating Procedures (SOPs),

o Knowledge base articles

o Incident reports with root cause analysis (RCA)

o Configuration guides to assure hardware and software setups consistent with organizational standards.

o Troubleshooting documentation with advanced diagnostic steps.

o Knowledge transfer to all team members of all tiers

o Mentoring and training

o Hardware and software asset management.

o Document performance metrics, change management processes, compliance requirements, emergency response plans, etc.

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