Tier II Help Desk
SUMMARY: Under the direction of the Level 2 Support Manager, provides mid-level technical analysis and support directly to end users. Ensures that established Level 2 policies and procedures are followed. Maintains technical skill sets for successful execution of required duties. Coordinates with Level 2 Support Manager and other Leads to execute tasks and projects.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
1.0 Provides mid-level technical analysis and support directly to end users:
1.1 Facilitates end user interaction by using active listening skills and effective communication strategies.
1.2 Employs critical thinking skills to quickly assess end user needs for service and support.
1.3 Applies systematic troubleshooting methodology to consistently and accurately diagnose technical problems.
1.4 Utilizes available tools, such as administrator accounts, email, and public technical documentation and guidance to resolve technical problems.
1.5 Implements appropriate escalation actions for end user tickets that cannot be resolved by the Level 2 team using available tools.
1.6 Follows up with escalation points of contact to ensure satisfactory resolution of end user technical problems as needed.
1.7 Identifies and diffuses challenging end user behavior using established customer service techniques.
2.0 Ensures that established Level 2 policies and procedures are followed:
2.1 Monitors ticket volume, urgency, and criticality in Remedy ticket system to promote high technician availability and minimal wait times for end users.
2.2 Collaborates with team members to facilitate high level of communication and distribute work effectively for the timely resolution of end-user incidents.
2.3 Logs accurate and concise ticket information into the Remedy ticket system for tracking and resolution.
2.4 Verifies and updates end user contact and location information in Remedy ticket system as needed.
2.5 Executes Action Requests and Work Orders as needed to ensure completion of administrative assignments from the government client.
OTHER RESPONSIBILITIES AND DUTIES:
3.0 Maintains technical skill sets for successful execution of required duties
3.1 Works with the Level 2 Support Manager to identify skill gaps in need of reinforcement.
3.2 Employs training materials and resources to develop required technical skill sets, including: independent study of existing documentation, one-on-one instruction, onsite classroom sessions, and offsite seminars and certification courses.
4.0 Coordinates with Level 2 Support Manager and other Leads to execute tasks and projects:
4.1 Assists with compiling records and reports as needed to provide updates to stakeholders on the execution of day-to-day and project-based activities.
4.2 Contributes to development and maintenance of Level 2 technical documentation as needed.
4.3 Coordinates with Asset Management Team to maintain accurate records of government equipment and assets.
4.4 Coordinates with Level 3 Team to perform system administration for new users, departing users, and user moves.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. US Citizenship and the ability to obtain a Public Trust Clearance is required.
EDUCATION AND EXPERIENCE:
Requires a four year college degree in a Business, Computer Science, Information Systems or related field. Requires a minimum of five years of progressively more difficult systems experience with the setup, configuration, use, and troubleshooting of desktop computers and applications in a MS Windows environment. With ten (10) years of relevant work experience, a degree is not required. Technical training and industry-standard certifications preferred.
ARES Solutions, Inc (ARES), is an award-winning Small Business headquartered in Fredericksburg, Virginia. Our unwavering commitment to providing the highest level customer service enables our customers to concentrate on achieving their strategic and operation objectives. With a highly skilled workforce, we offer a broad range of technical services and management support to provide "best value" to our customers.
Our reputation for taking care of our customers and employees is demonstrated by our management's receipt of the USDA's Secretary's Honors Award, and the USDA's Small Business Contractor of the Year Award in 2004, 2005, and 2008. Long term relationships with customers and superior support services provided by an excellent technical staff with low turnover, are the cornerstone of our business.
ARES specializes in providing system and software engineering, software/web development, IV&V, T&E, computer security, networking, help desk, PM, and Intel support services to many Federal and DoD agencies.
Tue, 11 Apr 2017 09:39:48 PDT