Tier II Helpdesk

The individual serves as a primary contact for support requests, responding to a wide range of service inquiries and providing necessary information for resolution. They use their technical and operational expertise to configure, operate, and maintain service desk functions with minimal supervision. This includes effective incident management and service request fulfillment. They analyze performance statistics to improve tuning, automation, and optimization efforts. Additionally, they establish and maintain security, capacity, and business continuity documentation as part of the service value system.

With extensive experience in customer environments, they conceptualize, construct, test, implement, and operate integrated infrastructure solutions that contribute to value-co-creation. They also actively contribute to the knowledge base to support information sharing and drive continual improvements across the organization.

They must demonstrate the ability to context switch effectively to assist both local and enterprise users, especially during the ongoing transformation to modernize the digital engineering environment. Their efforts focus on enhancing customer experience and engaging with stakeholders to align services with business needs.

Responsibilities to include:

• Accurately document via ticketing system and report all incidents and service requests
• Effectively process all incidents and service requests
• Provide support for all OIG-issued end-user IT equipment (laptops and docking stations, conference room equipment, network and printers, wireless devices, computer monitors, mobile devices and assorted peripheral devices)
• Develop and maintain updated service desk work instructions and documentation, focusing on service conservation, incident resolution and self-help recovery procedures

• AA/AS IT Degree and 3 years of related experience
• Practical experience in support roles to hit the ground running
• Familiarity with at least one ITSM platform (preferably ServiceNow)
• Understanding of Customer Service Management Principles
• Experience in handling complex, escalated support tickets
• Ability to efficiently manage support tickets
• Experience in building partnerships across teams
• Quality assurance mindset with a focus on continual improvement
• Skill in root cause analysis and implementing long-term solutions to recurring problems
• Strong ability and enthusiasm to learn and expand technical skills
• Able to support on-site within the core hours of 6:00 AM to 7:00 PM EST
• Able to support “on-call” outside core hours
• Commitment to customer satisfaction and excellent communication skills
• Proficient technical writing abilities with meticulous attention to detail
• Reliable follow-through on tasks and projects
• Must be able to obtain and maintain a public trust clearance