Tier II Service Desk Specialist

National Capitol Contracting LLC • Mclean, VA

9d • $65,000 - $70,000

About The Position

The Tier II Service Desk Specialist has the technical knowledge and expertise to handle more complex issues that require in-depth troubleshooting and investigation beyond the scope of Tier I support.

Requirements

• At least 3 years of experience resolving end-user issues by telephone and/or in-person
• At least one certification or equivalent from the following list must be maintained CompTIA, ITIL, MCSA, MCP, MCSE, and/or HDI Desktop Support Technician Certificate
• Proven experience with ticketing systems
• Strong knowledge of basic business analysis techniques
• Demonstrated ability to provide guidance to users for viable solutions

Responsibilities

• Perform advanced diagnostics, analyze logs and system configurations, and identify root causes
• Assist Tier I Specialists by providing guidance, knowledge transfer, and problem-solving assistance
• Resolve technical issues in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems
• Diagnose, identify, isolate, and analyze issues utilizing historical database records
• Route calls to produce line specialists as necessary
• Maintain and update records and tracking databases
• Alert management to recurring issues and patterns of issues
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level