Help Desk Support/Technical Support - Remote

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Years of Experience: 2 years of experience
Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline
Program Description The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description Supports the escalation of tickets from Tier 1 for advanced troubleshooting. Analyze recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams.
Responsibilities Serves as advanced technical support for an organization's software applications and collaboration platforms
Serve as an escalation point for complex issues that Tier 1 support cannot resolve, requiring deeper knowledge of specific systems, software configurations, and user environments
Requirements Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
Public trust security clearance
Preferred Skills CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills
Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
Results oriented: Able to drive things forward regardless of personal interest in the task
Benefits Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
Seniority level Associate
Employment type Full-time
Job function Other
Industries: IT Services and IT Consulting
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