Tier 2 Service Desk L2

Sharp Solutions, Inc.

Reston, VA, United States

13 days ago

Apply on www.indeed.com

Prepare application

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Compensation

$60,000.0 - $63,000.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Testing (Software) Microsoft Windows Active Directory Apple IOS Software Applications Systems Engineering Bomgar Desktop Computing Issue Tracking Systems Local Area Networks Microsoft Office Network Connections

+7 more

Remote Desktop Services Software Troubleshooting Peripherals Computer Equipment Information Technology Application Client User Accounts

Job description

Enter and manage technical support incidents in a ticketing system
Troubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineers
Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)
Resolve issues and maintaining customer contacts according to a specified service level
Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivity
Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training
Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff
Add and delete user accounts and maintain groups as required
Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing system (Footprints, Remedy etc.)
Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices.
Assist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported
Assist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issues
Perform desktops and laptops set-up; re-imaging, wiping and general hardware troubleshooting
Perform troubleshooting of local and network printer issues
Perform manual antivirus scan of desktop/laptop after malicious incident notification
Test software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgrades
Notify client of any unresolved user problems, outstanding trouble calls or other areas of concern

Requirements

2+ years of help desk support experience
Bachelor’s degree in Computer Science, Engineering, or a related field is preferred
Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, Remedy.
Experience using Google Mail, Calendar and Drive, * Strong written and oral communication skills are required
Must have a positive team player attitude
Strong analytical skills and be a creative self-starter with the ability to work both independently and as a team player
Excellent time management skills to coordinate many different types of diverse activities
High level of analytical and technical skills and mastery of software is required to maintain data
Must be organized and detail-oriented
Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner

Apply for this position

This job is hosted externally. Click below to view the full posting and apply.

Apply on www.indeed.com

Prepare application

Good distractions

Loading talks and stories from around this role…