Help Desk Tier II Administrator
Benefits
- 401(k) matching
- Company parties
- Competitive salary
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Responsibilities
Address and resolve service requests and problem incidents related to end-user issues, encompassing both software and hardware. Consult with the user community to troubleshoot technical problems and respond to queries via telephone or self-service tickets, supporting internal and external customers with computer hardware, software, network, system/application access, and telecommunications systems.
Cover three eight-hour shifts throughout the day and utilize problem-solving skills to diagnose, identify, isolate, and analyze issues, drawing on historical database records. Route calls to specialized support teams, maintain and update records and tracking databases, alert management to recurring problems, and collaborate with system administrators and developers to ensure timely resolution of services and incidents.
Provide exceptional customer service across all organizational levels.
Requirements
- DoD 8570 - IAT Level I, Security+ CE
- Demonstrated 3-5 years of progressive Information Technology (IT) experience in helpdesk support or similar IT field
- Experience with software and hardware resolution to include more advanced service solutions than Tier I end user support
- Top Secret clearance
- High school Diploma
Qualifications
- Required to cover shifts: 0600-1400, 1400-2000, 2000-0600
Skills
- DoD 8570 - IAT Level I, Security+ CE
Benefits
- Competitive Compensation
- Paid Time off includes 10 federal holidays and 15 additional days
- Bereavement Leave
- Parental Leave
- PTO Cash out
- Company Paid STD and LTD
- Life and AD&D Insurance
- 70% employer paid Medical, Prescription, Dental, and Vision Coverage
- 401k Savings and company match
- Employee referral program