Position: Helpdesk Tier II

Location: Fairfax, VA [Travel locally within the State of Virginia]

Citizenship: US Citizens or US Permanent Residents

Certification: A , Microsoft Certification, or any Industry Certification

Summary:

SPN Solutions Inc. is in search of a dedicated Helpdesk Tier II specialist to bolster our established team, primarily servicing our clients. This role requires someone who is adept at delivering high-quality IT support in a dynamic setting. As an integral member of our helpdesk hierarchy, the Helpdesk Tier II will tackle intermediate technical concerns, ensuring alignment with the overarching goals of our valued clientele.

Qualifications:

• A minimum of 5 years of experience in a Helpdesk capacity, with at least 2 years at a Tier II level.
• Demonstrable understanding of ITSM and ITIL methodologies, emphasizing the alignment of IT services with business goals.
• Excellent analytical, troubleshooting, and decision-making capabilities.
• Strong communication abilities, encompassing both written and verbal facets.
• Familiarity with tools like Connectwise RMM, Connectwise Automate, Auvik, and IT Glue.

Duties and Responsibilities:

Information Technology Service Management (ITSM) Support:

• Deliver support through a structured approach for service design and operation, aligning IT services with business requisites.
• Handle and resolve intermediate issues before they escalate to a Tier III level.
• Address IT incidents promptly, reducing downtime and restoring services in a timely manner.
• Process service requests from end-users, leveraging standardized systems for effective results.
• Supervise changes within IT, ensuring any alterations are reviewed, approved, and executed efficiently.

Client Collaboration and Support:

• Maintain proactive client communication, ensuring IT solutions are in line with client goals.
• Conduct periodic reviews and feedback sessions with clients to ascertain service quality.
• Offer IT assistance to a diverse user base, highlighting adaptability and scalability in support services.
• Oversee various IT infrastructure components, from hardware management to software updates, to ensure smooth operations.

Helpdesk Remote Management and Automation:

• Utilize ConnectWise RMM for ongoing surveillance of client systems, identifying potential issues.
• Address intermediate-level issues based on RMM alerts.
• Use ConnectWise Automate for configuring automated solutions to recurrent problems.
• Monitor network operations through Auvik, pinpointing areas of concern or potential failures.
• Record and manage IT documentation and configurations using IT Glue.

Helpdesk Ticketing:

• Use ticketing systems such as ConnectWise Manage (Ticketing System) or alternatives like Remedy and ServiceNow to manage service requests.
• Prioritize and delegate tickets based on their urgency and the skill set required.
• Engage in regular updates with end-users, keeping them informed on the status of their requests.
• Produce periodic reports on ticket metrics and unresolved issues.

Operating System Imaging:

• Develop and deploy standardized OS images for Windows 10 and Windows 11.
• Update images with the latest software patches and critical applications.
• Store and manage OS images ensuring swift deployment and recovery when needed.

Computer Break/Fix Duties:

• Troubleshoot and rectify software and hardware malfunctions on various IT equipment.
• Advise users on preventive measures and best practices to mitigate future IT issues.

Additional Helpdesk Tier III Tasks:

• Collaborate with other IT teams for medium-scale projects.
• Assist Tier I helpdesk staff by providing guidance and support.
• Stay updated on recent IT advancements through training sessions and workshops.
• Evaluate potential tools and technologies to refine IT support processes.
• Coordinate with vendors for technical support and hardware replacements.

As the Helpdesk Tier II at SPN Solutions Inc., you will play a pivotal role in ensuring a smooth IT experience for our client. We seek an individual who is not only technically proficient but is also committed to excellence in every task. If you possess the skills, experience, and the passion to be a part of our dedicated team, we eagerly await your application.