OSC Edge
Tier II Help Desk Support Specialist
OSC Edge, Norfolk, Virginia, United States, 23500
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 hardwareResponds to telephone calls, email and diagnose technical problemsDocument, track, and monitors issues to ensure a timely resolution for both T1 & T2Escalation of issues that require engineering assistance to the engineersInteracts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problemSimulate or recreate user problems to resolve operating difficulties and take a proactive approach to problem recognition, research, isolation, resolution, and follow-up stepsRecommends systems modifications to reduce user problemsTroubleshoots technical issues and reach out to engineering as neededAll other duties assigned by OSC and governing contract officeWill be the escalation point for T1 Help DeskPerforms other tasks as required by OSC Edge and the Government contracting teamService Desk Skills
Ability to configure network printersMust have a complete understanding on adding printers and software (Visio, Project, etc.) to end user hardwareStrong understanding of AD to answer end user questions, reset passwords, confirm identificationComplete understanding of how-to image/reimage end user equipmentEffective troubleshoot skills for working with our end user remotely and in personDetailed oriented to document the troubleshooting steps done to resolve the issueMust be able document an determine when to escalate a ticket to T3 (engineers)Assist with the development and training of T1 agentsReview/Update existing Helpdesk SOP/Job AidsCerate new SOP's/Job aids as direct by the Helpdesk team leadRequired Qualifications/Education and Experience
High school diploma or GEDMust have a valid Security+ CertificationMinimum of 3 years IT Help Desk Support experienceStrong knowledge of Footprints or similar ticketing systemAdvanced understanding of IT support and technical knowledgeStrong customer service skillsMust have and maintain a Public Trust or Higher clearance
Equal Employment Opportunity/M/F/disability/protected veteran status
Responsibilities
Provides support to end users for either PC, server, or mainframe applications or hardwareResponds to telephone calls, email and diagnose technical problemsDocument, track, and monitors issues to ensure a timely resolution for both T1 & T2Escalation of issues that require engineering assistance to the engineersInteracts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problemSimulate or recreate user problems to resolve operating difficulties and take a proactive approach to problem recognition, research, isolation, resolution, and follow-up stepsRecommends systems modifications to reduce user problemsTroubleshoots technical issues and reach out to engineering as neededAll other duties assigned by OSC and governing contract officeWill be the escalation point for T1 Help DeskPerforms other tasks as required by OSC Edge and the Government contracting teamService Desk Skills
Ability to configure network printersMust have a complete understanding on adding printers and software (Visio, Project, etc.) to end user hardwareStrong understanding of AD to answer end user questions, reset passwords, confirm identificationComplete understanding of how-to image/reimage end user equipmentEffective troubleshoot skills for working with our end user remotely and in personDetailed oriented to document the troubleshooting steps done to resolve the issueMust be able document an determine when to escalate a ticket to T3 (engineers)Assist with the development and training of T1 agentsReview/Update existing Helpdesk SOP/Job AidsCerate new SOP's/Job aids as direct by the Helpdesk team leadRequired Qualifications/Education and Experience
High school diploma or GEDMust have a valid Security+ CertificationMinimum of 3 years IT Help Desk Support experienceStrong knowledge of Footprints or similar ticketing systemAdvanced understanding of IT support and technical knowledgeStrong customer service skillsMust have and maintain a Public Trust or Higher clearance
Equal Employment Opportunity/M/F/disability/protected veteran status