Description

You will provide Tier 2 technical support as the primary point of contact for user inquiries across phone, web chat, email, and ticketing systems.

Responsibilities

• Resolve technical issues by managing a volume of 20+ tickets per day.
• Troubleshoot user issues through remote support tools.
• Manage user access and connectivity via Active Directory and VPN/Networking protocols.
• Serve as the first contact for users submitting inquiries via multiple communication channels.

Required Skills

• 3+ years of Tier 2 Service Desk Analyst experience with a Bachelor’s degree, or 5+ years with an Associate’s degree, or 8+ years of total experience.
• Proficiency with Active Directory.
• Experience with VPN and networking troubleshooting.
• Experience using Bombgar for remote support.
• Knowledge of SCCM.
• Ability to obtain a DHS Public Trust clearance.

Key Skills

Education

ANY GRADUATE