Tier 2/3 Support Technician

Work within team of Technical Assistance Center professionals to include provide Tier 1 and Tier 2 staff in support of mission critical systems working 24x7x365 over multiple shifts.

• Process/Respond to Service Requests and Incidents. Manages and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Incident recognition, research, isolation, resolution, and follow-up steps.
• Reviews software, hardware, documentation rollouts to ensure staff has a full understanding of requirements/training prior to deployment.
• Provide data and reporting of KPI’s and trends and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dives and develop strategies for improvement. Work to make the Technical Assistance Center the single source of truth and service delivery channel for customer support. Monitor and manage phone queue (participating in escalated calls as needed).
• Coordinate with the Incident Management Analyst (s) and Operations Manager on incident on Continued Process Improvement of incidents regularly.
• Coordination and communications between the company Operations processes, personnel and procedures, the EIS Tier II and III support personnel, the EIS Project Management Personnel and potentially direct communications with SharePoint users, site owners and USMC general officers.

This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI).

• Because an active DoD clearance is required, U.S. Citizenship is required.
• Active CompTIA Security+ Certification
• 3+ years of experience in Tier I & II support
• Experience with datacenter monitoring tools (HP preferred)

Top Skills Details: Helpdesk troubleshooting, Monitoring tools, Remedy ticketing, Active Directory, VMware

• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: o Medical, dental & vision o Critical Illness, Accident, and Hospital o 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available o Life Insurance (Voluntary Life & AD&D for the employee and dependents) o Short and long-term disability o Health Spending Account (HSA) o Transportation benefits o Employee Assistance Program o Time Off/Leave (PTO, Vacation or Sick Leave)