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Job Title: Tier II Technician

Company Name: Interactive Technology Solutions, LLC.
Location: Washington, DC
Profession: Help Desk

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Job Description:

Provide Desktop Support services to the client's IT user community
Respond to IT incidents and requests received from Remedy tickets escalated from the Service Desk
Create Remedy tickets for incidents and requests that are received by the user community while working on the floor
Schedule resolution times with customers prior to resolving incidents and requests remotely utilizing LANDesk or by desktop visits
Provide continuous status updates to Remedy worklogs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available
Contact users via email and by phone when a ticket is assigned in the individual queue twice a day until the incident or requests are resolved
Obtain acceptance of resolution by the user before resolving a Remedy ticket
Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests
Some travel to remote sites across the Continental US that require desk-side support
Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan
Perform tasks provided in the Incident Management Plan to resolve incidents and requests
Perform tasks provided in the Problem Management Plan to resolve reoccurring incidents
Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix, VPN, 2 Factor Authentication and all client owned COTS and GOTS products
Deploy hardware and software to fulfill user requests
Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level
Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals
Ensure all Asset Management information is passed to the Asset Management Team to ensure accurate information is recorded in Remedy Asset Management.  Information provided shall include, but it not limited to, new location of user and replacement of hardware/software
Create and/or revise Standard Operating Procedures (SOP)
Provide a weekly status reports to the Tier 2 Manager
Adhere to all client and ITEQ/ITSolutions policies and procedures.
Answer phone calls when directed by the Tier II Lead Manager during peak hours and when call volumes are high.
Experience:

1 year experience in Help Desk environment
1 year experience working within and Active Directory environment
1 year experience in troubleshooting issues within the Windows XP operating system
1 year experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
1 experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry
Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
Experience with hardware components such as hard drives, power supplies, and motherboards
The following skills would be preferred but not required
Help Desk ticketing systems such as Remedy and Heat, remote tools to resolve user issues, such as LANDesk and Remote Desktop, understanding of ITIL methodologies such as Incident and Problem Management
Skills/Personal Qualities:

Excellent oral and written communication skills
Excellent phone etiquette
Strong technical aptitude including excellent troubleshooting skills
Ability to work with users that have limited technical knowledge
Ability to instruct users utilizing verbal communication
Ability to work in a fast-paced, dynamic environment
Ability to interface with all levels of management
Excellent time management, scheduling, and organizational skills
Ability to work well independently or in a team setting
Attention to detail
 
 Skills: Setup, Configure & Support Desktop PC's


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