Description

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

You will own the resolution of complex service requests and incidents escalated from junior analysts, acting as the primary contact via phone, web chat, and email. You will troubleshoot issues across Windows 10, Microsoft Office, and web browsers, managing a daily volume of 20+ technical support tickets.

Responsibilities

• Resolve complex service requests and escalated incidents.
• Manage daily volume of 20+ technical support tickets.
• Provide primary user contact via phone, web chat, and email.
• Troubleshoot technical issues across Windows 10 and Microsoft Office.

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 degree.

Key Skills

Education

ANY GRADUATE