We have an immediate opportunity for a Tier 2 Help Desk Technician to join our talented team in support of a Federal client.  Responsibilities include support in overseeing and managing 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 and managing similar tasks, developing schedules for program or project activities, and providing recommendations or alternative solutions to manage program, project, and technical risks.

Responsibilities:

• Support resolution of  Tier 1 issues, escalate to Tier 2 support staff as needed, work directly with users on timely resolution of issues.
• Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
• Ensure performance metrics are met or exceeded.
• Develop and maintain program support artifacts throughout the lifecycle of the initiative.
• Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns.
• Simulates and recreates user issues to resolve operational difficulties.
• Recommends system modifications, if required, to reduce user problems.
• Escalates more complex issues, as appropriate, to senior level technicians.
• Promote and encourage a “one team” attitude at all levels internally and externally.

Qualifications

• 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
• ServiceNow 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