Service Desk Technician (Tier 2)

TJFACT LLC - Totally Joined for Achieving Collaborative Techniques

1d•Onsite

About The Position

TJFACT is seeking to hire a well-qualified Tier 2 - Service Desk Technician to support our US Department of Treasury, Office of the Comptroller of Currency (USDT – OCC) client at the OCC Headquarters in Washington, DC Please note that this opportunity has a 5-day onsite requirement.

Requirements

U.S. citizen
One (1) to five (5) + years of experience providing all facets of computer help desk support including troubleshooting, installation, maintenance, hardware support, and trouble ticket resolution tracking.
H.S. Diploma Required (Associate/Bachelors in relevant field of study valued/preferred)
Must possess and maintain a valid driver’s license and a satisfactory driving record.

Nice To Haves

Preferred certifications include CompTIA A+, Network+, MCSA, CCNA

Responsibilities

Answers questions or resolves computer problems for clients in person, or via telephone or electronically.
Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications and hardware.
Handles problems that other Service Desk Managers are unable to resolve.
Identifies, researches, and resolves technical problems.
Provide technical assistance to computer users to resolve a variety of basic issues.
Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Documents, tracks, and monitors the problem to ensure a timely resolution.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Maintains currency and high level of technical skill in field of expertise.
Escalates more complex problems to senior level.