As a Tier II Help Desk Support Specialist, the individual will be experienced in today’s technologies able to address and respond to more technical issues through advance diagnosis/analyst. The Tier II Help Desk Support Specialist will work technical solutions for incoming end user inquiries and issues related to computer systems, software, and hardware. In this role, the Help Desk Specialist will serve in a support function for customer concerns and has an escalation point the Tier I Help Desk agent.

Responsibilities

• Provides support to end users for either PC, server, or mainframe applications or hardware
• Responds to telephone calls, email and diagnose technical problems
• Document, track, and monitors issues to ensure a timely resolution for both T1 & T2
• Escalation of issues that require engineering assistance to the engineers
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Simulate or recreate user problems to resolve operating difficulties and take a proactive approach to problem recognition, research, isolation, resolution, and follow-up steps
• Recommends systems modifications to reduce user problems
• Troubleshoots technical issues and reach out to engineering as needed
• All other duties assigned by OSC and governing contract office
• Will be the escalation point for T1 Help Desk
• Performs other tasks as required by OSC Edge and the Government contracting team

Service Desk Skills

• Ability to configure network printers
• Must have a complete understanding on adding printers and software (Visio, Project, etc.) to end user hardware
• Strong understanding of AD to answer end user questions, reset passwords, confirm identification
• Complete understanding of how-to image/reimage end user equipment
• Effective troubleshoot skills for working with our end user remotely and in person
• Detailed oriented to document the troubleshooting steps done to resolve the issue
• Must be able document an determine when to escalate a ticket to T3 (engineers)
• Assist with the development and training of T1 agents
• Review/Update existing Helpdesk SOP/Job Aids
• Cerate new SOP’s/Job aids as direct by the Helpdesk team lead

Required Qualifications/Education and Experience

• High school diploma or GED
• Must have a valid Security+ Certification
• Minimum of 3 years IT Help Desk Support experience
• Strong knowledge of Footprints or similar ticketing system
• Advanced understanding of IT support and technical knowledge
• Strong customer service skills
• Must have and maintain a Public Trust or Higher clearance

Equal Employment Opportunity/M/F/disability/protected veteran status