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Tier 2 Service Desk Agents

Tier II Service Desk Support Agent

Who you are:

A rising star with expertise of delivering senior operations management to government agencies looking for an opportunity to work in a fast growing tech services company.

What You'd Contribute

We want you to help us successfully perform Tier II Technical Support related issues in either:

  • Mobile = Apple products for iPhones & iPads. AirWatch VMware, a bonus - OR -

  • Field Office = Hardware/Software, good with Remedy (cloud version, a bonus) - OR -

  • Desktop Apps = Apps/software support (Windows 10 & O365) - OR -

  • Account Management = Active Directory, high level i.e. group policy and security group related issues

Your passion in Technical Support will be obvious and you skills will show through your career. Your activities will have a real impact on our business. We’d love you to help us expand on our already substantial growth and expand your own experience.

 

  • Serve as the Tier 2 point of contact for field users seeking technical assistance over the phone or email

  • Use, update and navigate Remedy software (ticketing and KMS)

  • Navigate Census Bureau apps (will train) and help end-users

  • Assist users in resolving access issues with their Personal Identity Verification (PIV) cards

  • Remotely fix users computers and identify issues that should be escalated to Tier 3

  • Resolve single sign-on challenges for field users

  • Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues

  • Manage, track, report, process and assign tickets daily

  • Contribute to expedient problem resolution by giving in-person, hands-on support to Tier 3 personnel, when necessary

  • Support the development of Knowledge Base (KB) articles for use by Tier 1, 2 and 3; conduct continuous improvement service desk support and update knowledge base as required

  • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue(s); troubleshoot to determine problems for operating systems, applications, network, or mobile issues

  • Train/guide computer users, as needed

  • Respond to email messages for customers seeking help

  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

  • Follow up with customers to ensure issue has been resolved

  • Resolve and/or Facilitate SharePoint Drive challenges

  • Account access granting and/or disabling, across the board

  • Remote access into field laptops

  • Ensure consistent service levels and quick resolutions

  • Tech savvy with working knowledge of office automation products

  • Determine the best solution based on the issue and details provided by customers

  • Walk the customer through the problem-solving process

  • Direct unresolved issues to the next level of support personnel

  • Provide accurate information on IT products or services

  • Record events and problems and their resolution in logs

  • Follow-up and update customer status and information

  • Pass on any feedback or suggestions by customers to the appropriate internal team

  • Identify and suggest possible improvements on procedures

Responsibilities:

Qualifications

Must have:

  • Minimum of Bachelor’s Degree + 1 year of Tier II experience – Associates degree + 3 – High School + 5

  • A Security Clearance or the ability to obtain one

  • Ability to pass a criminal background and drug test

  • Reliable transportation

  • The ability to work a flexible schedule

  • Comfortable in a fast-paced work environment

 

What you should really know/have:

  • Proven experience as a Tier 2 Service Desk Technician or other customer support role

  • Good technical knowledge of Windows (in particular Windows 10), Internet Explorer and Microsoft Suite of tools (Outlook, Word, PowerPoint, Excel) and Office 365

  • Good technical knowledge of Apple iOS (Tablets and iPhones)

  • Good understanding of computer systems, mobile devices, and other tech products

  • Ability to diagnose and resolve basic technical issues

  • Proficiency in English (speaking and writing)

  • Excellent communication skills

  • Strong Familiarity with Remedy software

  • Familiarity with the following technologies:

  • Account Management functions in Active Directory

  • Single Sign-on

  • Mobile device management for Smartphone/mobile device (iphone, ipad, windows tablet)

  • PC/laptops (Windows 10)

  • Virtual Desktop (VDI)

  • Outlook Web Application (OWA)

  • MS Office 365 / SharePoint

  • Personal Identity Verification (PIV) Cards

  • Customer-oriented and cool-tempered

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions

  • Extensive Familiarity with Remedy software or other ticketing / KMS tool

  • Comfortable working both individually and as part of a team

  • Prepared to challenge ideas within a group in a constructive way

  • Ability to influence others and move a proposal effort toward a common vision or goal

  • Ability to communicate clearly and efficiently to team members and clients, verbally and in writing

  • Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills

  • Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors, and subcontractor personnel

Why Positive Psyche

At Positive Psyche, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

We offer great benefits and provide an amazing “employee friendly” environment with management that cares about you over profits.

Full Time - Contract

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