Service Desk Technician Tier 2

Description & Requirements

As a Service Desk Technician, you are responsible for collection of incident information through customer conversation, and self-service support tools.

You will conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.

Executes against established Service Level Agreements (SLA).

Documents resolutions and updates self-help and staff knowledge bases.

Alerts management to recurring problems and patterns of problems.

Provide statistics for the weekly Service Desk report on call trends.

This position is on-site five days a week.

Job-Specific Essential Duties and Responsibilities:



* Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.


* Communicates promptly on progress and engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.


* Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.


* Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.


* Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.


* Defines and classifies level, priority and nature of problem, request and/or issue.


* Responsible for opening, tracking and closing trouble tickets.


* Ensures problem ownership and promotes end-user satisfaction.

Tracks activities of field engineers to who tickets were assigned.


* Active Directory account management and RSA token provisioning.


* Must be able to work nights, weekends, and holidays.


* This role may require supervisory responsibilities of 2 or more personnel.


* Must be based around the Oklahoma City, OK area.

This position requires onsite work

Job-Specific Minimum Requirements:



* Must have an active Secret Security Clearance.


* Requires a High School Diploma or GED.

Associates Degree preferred.


* Ability to obtain/retain a DoD Common Access Card (MANDATORY).


* DoD Directive 8570.1 Information Assurance Technical Level II certification (Security+) is required.


* 3+ years of experience in the following:



* Customer service


* Call center / help desk experience


* Proficiency with Windows 10 operating system.


* Experience and knowledge of installation, configuration, and troubleshooting of computers


* Knowledge of help desk call tracking management systems

Preferred Skills and Qualif...