Service Desk Technician - Tier 2 Support

This is a direct hire position with our client.

Service Center Technician – LEVEL II

Education: High School Diploma or GED

Experience Required: A minimum of six months computer support experience. Technician is familiar with standalone and network computers and associated peripheral devices.

Duties: The Service Center Technician II handles Tier 2 Support IT technical support requests. The Service Center Technician I shall manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.

Service Center Technician shall maintain favorable customer relations by handling requests in a tactful and professional manner. The Service Center Technician handle calls of lesser complexity and that are primarily routine or basic in nature. The Service Center Technician I follows basic procedures and scripts. More complex customer inquiries may be passed to higher level Service Center Technicians.

• Shall provide Tier 2 application-specific Service Center support to assist users in the functionality and use of the applications. Application support shall include (but not limited to) commercial software and DOI/IA - specific hardware and software.

• Shall assist with password resets for all DOI/IA applications and IT systems users when appropriate authorization is present.

• Shall assist with establishing new user accounts for all DOI/applications and IT systems users when appropriate authorization is present

• Shall open tickets daily 100% of the time using the DOI/IA Service Center ticketing system. All tickets will be opened and managed according to the Service Center SOP and DOI/IA service delivery standards.

Clearance- US Citizen - Must be able to obtain a Government Public Trust clearance.

Necessary Skills and Knowledge:

• Familiarity with standalone and network computers and associated peripheral devices

• Must have excellent hearing, vision and hand-eye coordination



Minimum Qualifications:

• High School Diploma or GED

• IT Infrastructure Library (ITIL) version 4, CompTIA A+

• One (1) year experience in computer system/network support

• Six (6) months of specialized experience related to Hardware PC Technician 

• A minimum of two years computer support experience. 

• Must be able to obtain a Government Public Trust clearance. Must be able to pass a full criminal record background check, to include a credit check and drug/alcohol screening.