Tier 2 - Service Desk Technician

Totally Joined For Achieving Collaborative Techniques • Washington, DC

2d • 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. This role involves providing second-tier support to end users for PC, server, or mainframe applications and hardware, handling escalated issues, and resolving technical problems.

Requirements

• U.S. citizen
• Two (2) 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
• Must possess and maintain a valid driver’s license and a satisfactory driving record.

Nice To Haves

• Associate/Bachelors in relevant field of study valued/preferred
• Preferred certifications include CompTIA A+, Network+, MCSA, CCNA

Responsibilities

• Answers questions or resolves computer problems for clients in person, or via telephone or electronically.
• 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.

Benefits

• Medical, Vision and Dental Insurance
• 401-K plus match
• Paid Vacation days
• Paid holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED