Tier II Helpdesk Technician
About The Position
The Green Technology Group, LLC (TGTG) is seeking a Tier II Helpdesk Technician to support the U.S. Department of Veterans Affairs Office of Resolution Management (ORM) Information Technology Help Desk. The technician responds to end-user requests when manuals and scripted responses do not resolve the issue, diagnoses problems, and guides users through solutions. The role includes remote administration and troubleshooting, repairing desktop systems and peripheral devices, and occasional office visits in Washington, D.C. The position requires experience supporting end users, familiarity with Microsoft Office applications, and the ability to assist with frequently encountered technical issues in an office setting. The technician works under the supervision of the Help Desk Lead and is expected to communicate professionally with attention to detail and patience. This is a full-time, onsite position in Washington, D.C. The stated clearance level is Clearable; TGTG is unable to sponsor at this time. Veterans and individuals with disabilities are encouraged to apply.
Requirements
- Minimum bachelor's degree, or eight years of additional relevant experience in lieu of education.
- Experience providing IT support across multiple work sites.
- Experience with Microsoft Office, VPN, Microsoft SharePoint, printers, and networks.
- Excellent customer service, communication, and organizational skills.
- Demonstrable troubleshooting and problem-resolution skills for desktop and laptop computers.
- Ability to work independently with minimal direction while providing technical and non-technical support to multiple users.
- Ability to work overtime occasionally.
- Ability to sit at a workstation for long periods.
- Ability to lift, carry, move, load, and unload objects weighing up to 50 pounds.
- Strong verbal and written communication skills, including the ability to develop technical documentation.
- Commitment to service and a quality user experience.
- Must meet the stated Clearable security clearance level; the employer is unable to sponsor at this time.
Nice To Haves
- Cisco Telecom experience.
Responsibilities
- Maintain a wide range of hardware and network technology devices.
- Resolve IT issues in a high-volume, fast-paced environment.
- Maintain customer satisfaction survey results of 95% or higher.
- Be available for night and weekend support during critical backup or coverage periods.
- Coordinate multiple ticketing systems and continuously monitor Help Desk queues to manage workload.
- Provide end-user assistance throughout the full lifecycle of each ticket.
- Create and maintain Standard Operating Procedures to a high standard.
- Ensure tickets are responded to within SLA contact and resolution timeframes.
- Assist with inventory assessments and maintain 96%–100% tracking accuracy.
- Report hardware inventory to the client quarterly.
- Analyze, report, and clearly present metrics on daily Help Desk ticket logs, and provide corrective action as required.
- Clearly communicate Help Desk accomplishments and upcoming activities to management and the client.
- Assist users with Cisco Telecom issues, including Jabber and Finesse.
- Provide remote administration and troubleshooting for end-user challenges and repair desktop systems and peripheral devices.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
