Tier 2 Analyst/Desk Side Support

Job Title: Tier 2 Analyst/Desk Side Support

Work Location: Washington, DC

Experience: Five years of prior Help Desk experience

Education: Technical degree desired; or HS Diploma/GED and 3+ years of experience in lieu of a degree

Certifications: Technical certifications desired

Background Check: Must pass background investigation to obtain Public Trust.

Please note that you must be a US Citizen to apply to this position

Travel: Occasionally

Job Listing Number: DC20001

LCAT: Help Desk Support Specialist

This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VM's, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment.  Additional responsibilities will be assigned as deemed necessary and will include support requirements that may not be listed below.

Job Duties:

• Provide a high-level of customer service to all customers including effective communication.
• Resolve issues for desktop and laptop incidents and requests in a timely manner.
• Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.
• Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc.
• Effectively document the resolution process and mentor Service Desk personnel.
• Contribute to departmental policies and procedures related to troubleshooting
• Demonstrate a thorough understanding of departmental policies and procedures
• Work with system and application owners to remediate reoccurring issues.
• Ability to troubleshoot virtualized environments and make recommendations for improved performance.
• Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager.
• Support Windows 10, Mac OS, iOS, and Android.
• Provide IT support relating to technical issues involving Microsoft core business applications and operating systems.
• Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment.
• Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees
• Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.
• Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed.
• Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates.

Required Skills

• Must have minimum of 5 years of experience with Macs & Windows in an Active Directory Environment
• Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS.
• Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems
• Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.
• Experience installing and supporting desktop / laptop hardware and Microsoft and Apple operations systems
• Experience in working on a Service Desk teams supporting IT services.
• Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.
• Must have minimum of one year of experience with JAMF (SCM platform) and SCCM/PXE for Windows.
• Strong critical thinking skills that facilitate expedient problem solving.
• Strong communication skills.
• Monitor Tier 2 ticket resolution to ensure defined SLA's met
• Update tickets with the latest status
• Escalate the ticket to the correct group if the incident can't be resolved.
• Willing to work additional hours and/or perform additional tasks (including general office work) as needed.
• Willing to participate in a one week on-call rotation requiring a high level of availability after hours and on the weekends as needed.

Experience Level:

• Prior Help Desk experience (5 years)
• Experience working with computers and operating systems.
• Experience with trouble ticketing system'currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems.
• Technical certifications (Desired)
• Technical Degree preferred. (Additional 3 years relevant experience in lieu of a degree is acceptable).

To apply to this position please go to www.s4inc.com and click on Careers to complete and an employment application and to upload your resume.

S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off.  We are an Equal Opportunity Employer including veterans/disabilities. S4 participates in the E-Verify employment verification program.  If you are looking for a challenging and rewarding position, then we invite you to submit your resume.  Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times

If you are an individual with a disability or a disabled veteran, and need a reasonable accommodation to apply to a position, please contact Michelle Sweeney, HR Manager, by phone at (781) 273-1600 or by email at accommodation@s4inc.com.

Current Openings for Tier 2 Analyst/Desk Side Support Jobs at S4 Inc.