Tier Ii Support Agent

SFI is looking for a Tier II Support Agent whose job is to quickly troubleshoot and resolve hardware and software issues over the phone, minimize end user downtime and increase productivity and provide world class customer experience. The ability to communicate in a positive manner and mentor junior colleagues. This position could be a management or technical career path.

This position is a hybrid role: Monday-Wednesday, Onsite, Thursday-Friday, Remote. Onsite location: 1401 Constitution Ave. NW, Washington, DC 20230.

• Greet customers professionally and courteously whether it is in person or on the phone.
• Always maintain a positive attitude and professional manner when dealing with customers, colleagues, and managers.
• Thorough understanding of the ITA environment, unique needs, and applications.
• Expert ability to troubleshoot and resolve PC hardware and software issues.
• Troubleshoot, prioritize, research and document user problems thoroughly and accurately within tickets. If unable to resolve an issue, escalate to the appropriate application owner.
• Mentor colleagues in troubleshooting and resolving PC hardware and software issues.
• Bring reoccurring user issues and solutions to management’s attention.
• Acquire and maintain a highly competent level of knowledge on relevant products, current support policies, and methods of support delivery.
• Author knowledge management articles to bring efficiency to the department.
• Keep track of individual ticket assignments and ensure that customer issues have been addressed and resolved to their satisfaction.
• Participate and lead small projects.
• Take phone calls 40 percent of the time, during “peak call volume hours” as call volume dictates.
• Meet individual monthly metrics as assigned by management and overall team metrics
• Daily generation and submission of team reports to management
• Complete advanced level diagnosis of Operating System problems
• It is essential to have the desire and the capability to document problems and actions taken in the Service Now work order system for every case assigned.
• Ability to install and modify software as required for hardware installation or upgrades.
• Ability to process Account Management request (Add, Deletion, Move/Transfer)
• Ability to complete iPhone deployments

Supported Applications:

• Adobe Acrobat, Citrix, eMenu, Google Chrome, Internet Explorer, ITA Central, ITA Connect, Lotus Notes, Java, MS Office 365, Outlook, Real Player, Teams and other ITA specific applications

Requirements

• 2 years experience handling Tier I/II tickets
• Experience using ServiceNow for ticketing system
• Customer Service, Attention to Detail, Problem Solving, Active Directory

Desired Skills & Qualifications

• SharePoint
• Salesforce

Additional Information:

• In order to meet the clearance requirements for this opportunity, candidates must be authorized to work in the US.
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.
• Public Trust background investigations can take approximately four to eight weeks and requires fingerprinting.

Other Information:

• The salary for this position is $20.00 - $23.00 per hour
• For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
• This is a full-time W2 position.
• Please no agencies, third parties, or corp-to-corp.
• Spatial Front Inc. is an Equal-opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• Spatial Front Inc. participates in E-Verify.