We have an opportunity for a Remote After-Hours Tier 2 Help Desk Technician to join our talented team in support of a Federal client. Qualified candidates can work remotely from anywhere in the continential US. Shift schedule is based off of a Centeral Time Zone schedule.  Responsibilities include supporting a geo-graphically dispersed, multi-disciplined technical team providing end user help desk support services. The successful candidate will have prior experience providing technical support for similar tasks, delivering on-time support for program or project activities, and supporting development of recommendations or alternative solutions to manage program, project, and technical risks.

**The primary function of this role will be Microsoft Intune Migration support for a NetImpact supported government client.

***This is a PART-TIME role (10 hrs/week)

Responsibilities:

• Experience with mobile device management (MDM) software.
• Experience with troubleshooting and configuring mobile device connectivity.
• Provide after-hours remote technical support to federal client over 24x7 coverage.
• Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.
• Provide remote technical support for in scope workstations and mobile devices.
• Maintain related documentation for incidents, work orders, change requests, and project tasks.
• Develop and maintain support documentation in centralized knowledge base.
• Adhere to client SOPs.
• Simulate and recreate customer issues to resolve operational difficulties.
• Develop and maintain program artifacts throughout the lifecycle of the initiative.
• Monitor self and team KPIs; ensure performance metrics are met or exceeded.
• Participate in continuous improvement initiatives.
• Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns.
• Actively liaise with technical federal and vendor escalations.
• Work with peers to ensure appropriate support coverage.
• Escalates more complex issues, as appropriate, to senior level technicians.
• Promote and encourage a “one team” attitude at all levels internally and externally.

Qualifications:

• BS/MS degree from an accredited college (preferred)
• 2 years of relevant, applicable professional experience in managing end user IT support services
• ITIL Certification (preferred)
• CompTIA A+ (preferred)
• Experience with managing customer expectations and delivering the highest level of quality customer service
• BMC Remedy experience
• Working knowledge of Federal IT (including HW and SW) and cybersecurity requirements, policies, and standards
• Possess or ability to obtain a Tier 4 High Risk Public Trust Clearance