Description

You will provide Tier 2 technical support and incident resolution for end users.

Responsibilities

• Resolve complex service requests and incidents escalated from junior analysts.
• Act as the primary contact for user inquiries via phone, web chat, and email.
• Troubleshoot technical issues across Windows 10, Microsoft Office, and web browsers.
• Manage a daily volume of 20+ technical support tickets.

Required Skills

• 3+ years of Tier 2 Service Desk experience with a Bachelor’s degree, or 5+ years with an Associate’s degree, or 8+ years of total experience.
• Proficiency with Active Directory and VPN/Networking.
• Experience providing remote support using Bomgar.
• In-depth troubleshooting skills for Windows 10 and Microsoft Office products.
• Ability to support Internet Explorer and Mozilla Firefox.
• Strong problem-solving skills and attention to detail.
• Must be able to obtain a DHS Public Trust clearance.

Preferred Skills

• ANY GRADUATE

Key Skills

Education

ANY GRADUATE