Tier 2 Service Desk Technician

Tier 2 Service Desk Technician to support work in Washington, D.C.  Must have the ability to work day shift Monday – Friday with flexibility to cover a weekend shift. This position may allow for some remote work after a specified training period. An approved home office location would require a dedicated space and a quiet area that is subject to supervisor approval. Telework privileges, if granted, can be revoked, if productivity, quality or concerns arise.  Responsibilities Seeking a Service Desk (Tier II) Technician that has strong technical troubleshooting, customer service skills, and a solid service desk/technical background. The primary job function will include providing Tier II support for customers in combination with phone support for a Government customer in Washington, DC. The Technician will provide troubleshooting and resolution of end user issues associated with mobile and desktop devices, enterprise services (MS Outlook, MS SharePoint, MS Office, etc.) and working with an enterprise-level Service Desk ticketing system.  Responsibilities: • Remotely interact with end-users via phone, email, remote desktop tools, or MS Teams to troubleshoot and provide technical support for hardware, software, and networking issues, including VIPs• Create, manage, and prioritize Service Desk tickets from incoming phone calls, emails, and other requests, triaging the Service Desk mailbox and ensuring timely assignment and tracking of tickets within the ticketing system.• Offer basic technical support for all levels of end users, focusing on hardware, software, applications, and performance issues, including system latency and overheating problems.• Proactively monitor for potential system-wide issues, notifying Help Desk Management and the Engineering Team of trends or recurring problems and providing detailed reports for resolution.• Gather, document, and analyze end-user issue details, ensuring clear communication and efficient escalation of unresolved issues to higher-tier analysts or engineers.• Proactively follow up with end users to verify that their issues have been fully resolved, gather feedback on the effectiveness of the solutions provided, and ensure a high level of customer satisfaction. Address any remaining concerns, offer additional assistance if needed, and ensure the user’s experience meets or exceeds expectations.• Manage user accounts, including creating, modifying, and deleting accounts, and ensureproper access control and permissions according to organizational policies.• Image and provision new computers, ensuring proper configuration, security settings, and software installation before deployment to end users.• Troubleshoot network-related problems, including Wi-Fi connectivity issues, hotspot performance, latency concerns, and protocol-related issues (TCP/IP, FTP), ensuring seamless user access to network resources.• Collaborate with other IT teams to resolve issues in a timely manner, document troubleshooting steps and solutions, and maintain a knowledge base to improve future support efforts. Basic Qualifications: • Bachelors plus three years’ experience, or equivalent experience• Two or more years of experience in a Customer Service role • Four or more years of technical or customer support experience • Hands-on experience in troubleshooting hardware and software issues across Windows and Mac OS platforms.• Experience with network troubleshooting, including Wi-Fi, VPN, and connectivity issues.• Must be able to pass agency background check• Must have the ability to work day shift, Monday – Friday with flexibility to cover a weekend shift periodically Preferred Qualifications • Microsoft Windows 365, MS Office support skills, knowledge of Apple hardware and software, HP printers, and an enterprise-scale Service Desk ticketing system (Remedy, ServiceNow, or Service Manager) desirable. • Ability to analyze and diagnose technical issues and apply basic troubleshooting techniques to achieve first call resolution. • Excellent verbal and written communication and courteous, professional customer relationship skills along with the ability to multi-task and prioritize work. • Strong analytical and troubleshooting skills with the ability to resolve complex technical issues efficiently• Proven ability to communicate effectively in written and verbal form with all levels of end users, technical staff, and management. • Ability to adapt quickly in a fast-paced, dynamic environment with evolving priorities.• Proven ability to work effectively in a collaborative, team-oriented work environment. • Perform other duties as assigned. • Technical certifications desirable (A , Network , Security , etc.) • Apple certifications desirable • ITIL certifications and skills desirable

Salary : $55,000 - $65,000