Help Desk Tier 1/2

This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers’ requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) ensuring customer satisfaction while providing service and support for all customer service incidents and requests.
Position is on onsite.
Core hours are 7am – 6pm Monday – Friday. 
Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.
 Duties and Responsibilities

• Provide surge support to other teams as needed during times of surge (this will include desktop Tier 2 activities or Tier 3 activities)
• Work a high volume of IT tickets daily ensuring SLA response and resolutions times, and customer satisfactions are met
• Be responsive and decisive when responding to customer requests, incidents, and inquiries
• Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology
• Ability to multi-task projects and daily operations while providing regular status updates to management
• Be involved in implementation of managed SCCM pushes, updates, and patches on NOAA systems
• Image, test, and deploy computers for new requests and break/fixes
• Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues
• Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II
• Maintain VTC system
• Provide IT support for remote customers using government-approved remote support tools
• Possess a strong working knowledge of Service Now or equivalent ticketing systems
• Perform account management in Active Directory and Mail Administration
• Be knowledgeable with Windows 10 Operating Systems, MS Office Applications, Google Mail, and Google Applications
• Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates
• Possess knowledge of McAfee ePolicy Orchestrator, SCCM, and computer imaging
• Re-mediate systems with identified vulnerabilities in coordination with the ISSO
• Prioritize and execute tasks in a high-pressure and fast-paced environment
• Maintain a high level of customer satisfaction and excellence at all times
• Must be a strong communicator in both oral and written

 
Basic Qualifications:

• The ability to obtain a security clearance 
• At least 5 years of Tier II onsite and remote support experience in a medium to large networked environment
• Familiarity with Windows OS imaging using Ghost/SCCM and other tools
• Works independently and within the framework of a team with minimum assistance
• Must have prior experience working as a contractor for a government agency
• Must understand the art of providing excellent customer service at all times

 
Preferred Qualifications: 

• ITILv3 Foundations
• MCSE, MCP or A+ certifications preferred