EOE Statement
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Description

We are looking to hire a motivated customer service-oriented technical support specialist to work at our government client's site in Washington DC. The position is responsible for providing support to clients onsite, via phone, and remotely. The candidate must have strong communication skills and will serve as a member of Tier II Service Desk support staff in providing friendly, and expert support to a high-profile U.S. government customer. The 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 of 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 the 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 customer 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, applications, 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.
2-4 years of combined tier1 and tier 2 support work experience
Active CompTIA A , Network , Microsoft, ITIL foundation, and HDI certificates are highly desired
The 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.
Full-Time/Part-Time
Full-Time
Position
Tier 2 Support Specialist
Location
Washington DC
This position is currently accepting applications.