TITLE

Tier 3 Support Specialist

EOE STATEMENT

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It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.

DESCRIPTION

The position is responsible for providing support to clients onsite, via , and remotely.Candidate must have strong communication skills and will serve as a member of theTier III Service Desk support staff in providing friendly, and expert support to a high-profile U.

S. government customer. Candidate will be performing several duties along with a team of other support technicians / engineers at all levels.

The primary job location is in Washington DC, but temporary service may be required in Beltsville MD.

POSITION REQUIREMENTS

Duties and Responsibilities :

Provide polite, friendly, professional and courteous customer service at all times

Work through various types technical and customer service issues and ensure customer satisfaction

Performs installations, upgrades, configuration and troubleshooting of customer-specific hardware and software, and mobile devices

Provide instructions to customers and support staff in use of equipment and software

Posses the ability to complete multiple simultaneous tasks / projects in a timely manner

Interface with other teams when needed to help resolve customer issues

Document incident status and solutions using BMC Remedy ticket tracking system

Accepts warm transfers from other technicians to continue customer support

Efficiently escalate issues to higher tiers when needed

Ensure SLA compliance

Technical knowledge and Skills :

Excellent customers service skills, and superior ability in problem solving and critical thinking. Must have hands on experience in troubleshooting and resolving IT issues on desktops / laptops, operating systems, Windows 10, Windows 7, Desktop Applications (MS Office, etc), O365, Adobe, AD, wireless devices, network connectivity, VTC equipment / conference room support, MS Teams, Skype, WebEx, WiFi, VPN, Citrix, Print queues, Cisco VoIP Console access.

Education :

Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.

Requires a minimum of 4 plus years technical experience / knowledge.

Active CompTIA A , Network , Microsoft, ITIL foundation and HDI certificates are highly desired

Successful applicant must have the ability to obtain and maintain favorable background status.

Other

Must be able to pass public trust government clearance

Must have the ability to work shift Monday-Friday and possibly weekends.

PM22

FULL-TIME / PART-TIME

Full-Time

POSITION

Tier 3 Support Specialist

LOCATION

Washington DC

PI9871b64a1b60-26276-30291272

Last updated : 2024-03-02