Tier II Helpdesk Technician (TS/SCI)

LinTech Global•Alexandria, VA

13d

About The Position

Tier II Helpdesk Technician (TS/SCI Eligible) Position Location: Alexandria, VA LinTech is looking for a Tier II Helpdesk Technician to provide services to support an Important Government Customer. Job Description: The Technician shall provide phone and on-site support for headquarters personnel and phone/remote desktop support for the field offices. Support will cover a wide range of desktop hardware and software, common IT services, and specific applications on the Unclassified (NIPRNet), Classified (SIPRNet) & JWICS networks. Provide trouble call resolution in a knowledgeable, friendly and professional manner.

Requirements

DoD Active TS/SCI Clearance
IAT Level II certification or Higher
Imaging Experience

Responsibilities

Meet established service level metrics for call response, technical support, and customer service.
Input trouble calls into the OIG ticket tracking system.
Ensure all relevant information is gathered and documented.
Resolve trouble calls; in person at the help desk, over phone, and/or through email.
Analyze and resolve trouble tickets utilizing tools such as remote desktop.
Escalate trouble tickets when required by service desk processes to Tier III, or appropriate team/individual.
Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
Assign Trusted Agents (TA's) responsible for issuing alternate tokens to HQ personnel when required.
Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.
Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.