Tier-2 Help Desk Support Analyst

The TIER-2 HELP DESK SUPPORT ANALYST identifies, troubleshoots, researches, and resolves technical problems of moderate complexity. Responds to telephone, email, and online requests for technical support. Documents, tracks, and monitors the problems using applicable systems and tools. The TIER-2 HELP DESK SUPPORT ANALYST may coordinate with other teams or departments to resolve user problems. The TIER-2 HELP DESK SUPPORT ANALYST will also be responsible for monitoring incidents, escalations, customer service, coordination of all customer related activities and scheduling of operations & maintenance activities.

Duties and Responsibilities:

• Serve as the Tier 2 point of contact for field users seeking technical assistance over the phone or email
• Use, update and navigate Remedy by recording events and problems and their resolution in logs
• Navigate and help end-users Resolve single sign-on challenges for field users
• Remotely fix users computers/laptops and identify issues that should be escalated to Tier 3
• Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues.
• Track and analyze trends and produce reports as required
• Contribute to expedite problem resolution by giving in-person, hands-on support to Tier 3 personnel, when necessary
• Support the development of Knowledge Base (KB) articles for use by Tier 1, 2 and 3; conduct continuous improvement service DESK SUPPORT and update knowledge base as required.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue(s); troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
• Train/guide computer users, as needed
• Respond to email messages for customers seeking help
• Resolve technical problems with cellular communications/voicemail, WiFi, and other systems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Resolve and/or Facilitate SharePoint Drive challenges.
• Follow up with customers to ensure issue has been resolved Account access granting and/or disabling, across the board Ensure consistent service levels and quick resolutions. Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements in procedures

Work Experience:

• Proven experience as a Tier 1 Service Desk Technician or other customer support role
• Good technical knowledge of Windows (in particular Windows 10), Internet Explorer and Microsoft Suite of tools (Outlook, Word, PowerPoint, Excel) and Office 365
• Good technical knowledge of Apple iOS (Tablets and iPhones)
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English (speaking and writing)
• Familiarity with the following technologies
• Account Management functions in Active Directory Single
• Sign-on Mobile device management for Smartphone/mobile device (iPhone, iPad, Windows tablet)
• PC/laptops (Windows 10)
• Virtual Desktop (VDI)
• Outlook Web Application (OWA)
• MS Office 365 / SharePoint
• Personal Identity Verification (PIV) Cards
• Extensive Familiarity with Remedy software or another ticketing / KMS tool
• Comfortable working both individually and as part of a team.
• 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.
• Prior experience with Mobile Device Management products (preferably AirWatch)
• Prior experience remotely supporting mobile hardware (to include over-the-phone troubleshooting of issues related to laptops, iPhones, and iPads)
• Prior experience supporting/troubleshooting email issues from 3rd party iOS applications (preferably AirWatch Boxer)
• Prior experience supporting remote users with cellular communications/voicemail and WiFi connectivity issues

Job Skills:

• Strong communication skills, both written and verbal
• Detail oriented and works with a high degree of accuracy and efficiency
• Ability to multitask
• Ability to tactfully handle stressful and difficult situations
• Possess strong problem solving and troubleshooting skills
• Flexibility within a constantly changing environment
• Strong ability to quickly prioritize requests and tasks
• Ability to work in a fast-paced, professional environment
• Strong work ethic

Education:

• Bachelor’s Degree + 1 year of experience, or
• 5+ years of relevant experience.

Clearance Requirements:

• Must be US Citizen or Green Card Holder with at least 3 Years of continuous US residency
• Ability to obtain a U.S. Government security clearance

* Position is contingent upon reward.