-
ID
#13512871 -
Job type
Permanent -
Salary
$28.85 - $31.25 -
Source
Abacus Solutions Group -
Date
2021-05-13 -
Deadline
2021-07-12
Tier II Support Specialist
Colorado, Coloradosprings, 80901 Coloradosprings USAPermanent
Vacancy expired!
- Provide front line technical support and triage of inbound requests and incidents from local and remote users via walk-up, calls, chat, email, and online support
- Provide excellent customer service to the end user as the customer facing point of contact to IT Support to supported users
- Support commercial and customer specific applications and software
- Assist with set up, installation, and configuration of hardware and software
- Diagnose, isolate, and resolve issues with network connectivity
- Create, edit, and update documentation, instructions, and knowledge base articles
- Effectively determine when to escalate issues to specialist teams
- Communicate with supervisors, peers, and end users to effectively solve issues
- Follow all EDIS and EGS Support Center policies and procedures
- Create and manage detailed tickets in the provided incident management system
- Provide basic troubleshooting across a broad range of services using technical skills, standard operating procedures, historical records, and the knowledge base
- Fulfill standard service requests
- Accurately escalate incidents that cannot be resolved by Tier 1 to higher Tiers
- Perform account maintenance tasks including, but not limited to, user account provisioning, unlocks, permissions, and password resets
- 2 Years experience addressing technical issues via in-person, telephone, email, and chat
- Experience with common software and operating systems
- Knowledge of IT support best practices
- Familiarity with government IT environment and administrative processes
- Familiarity with service desk tools, such as Atlassian Jira Service Desk or ServiceNow
- Availability to work flexible hours in a 24x7x365 environment
- Position is only open to US Citizens
- Must have fully active/adjudicated Top Secret SCI Clearance
- Must have or be able to acquire a DoD 85070 Level II Certification such as CompTIA Security+
- Must have an Associates degree in a related field of study such Computer Networking
Vacancy expired!
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