Tier 2 Desk Side Support

• Provide surge support to other teams as needed during times of surge (this may include desktop Tier 2 activities or Tier 3 activities)
• Maintain a high level of customer satisfaction and excellence at all times
• Must be a strong communicator in both oral and written
• Prioritize and execute tasks in a high-pressure and fast-paced environment
• Assist in defining/evaluating/deploying mobile policies and compliance rules
• Assist in advising and informing ISSO and Program Manager of security issues/risks
• Possess a strong working knowledge of Service Now or equivalent ticketing systems
• Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates
• Partner with federal leadership to create a friendly, productive environment that promotes success
• Be decisive and responsive to all customer requests, incidents, and requirements
• Create Standard Operating Procedures (SOPs) and update existing SOPs for specialized technology support
• Ability to multi-task projects and daily operations while providing regular status updates to management  

• US Citizen required
• At least 5 years of Tier II onsite and remote support experience in a medium to large networked environment
• Familiarity with Windows OS imaging using Ghost/SCCM and other tools
• Works independently and within the framework of a team with minimum assistance
• Must have prior experience working as a contractor for a government agency
• Must understand the art of providing excellent customer service at all times 

Share