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Location: Washington, DC (100% onsite)
Length: 6-month contract to hire
Salary: 20-25hr (potential flexibility depending on seniority)
Must-haves:
* BS Degree in Computer Science or Information Systems or Equivalent Experience
* 2 Years experience as a Tier 2 Service desk engineer
* Experience with a ticketing system such as ServiceNow
* Active Directory Administration
* MacOS/iOS experience
* VPN Troubleshooting
* VTC experience
* Ability to interact at all levels of management internally, and with customers and vendors
* Excellent follow-through
* Takes initiative and doesn't need constant instruction
* Must be able to multi-task and manage time amongst clients
* Willingness to learn new tech and advance your career in the IT industry
Day-to-Day:
We have an exciting opportunity with the government to provide Tier 2 Service Desk support for their IT Operations Support division. Duties include:
* Analyze and troubleshoot technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).
* Investigate elevated client support issues to confirm the validity of the problem, research known solutions to the related issue.
* Utilize various diagnostic tools to identify root cause of hardware, software, network, and connectivity issues.
* Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also perform on site troubleshooting as required.
* Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine best solution. Validate results and make findings available for future troubleshooting and analysis.
* Contribute toward the research and development of solutions to new and unknown issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with our initiatives, client expectations as well as meeting SLAs.
* Provide technical escalation support to all Tier I and II Analysts for assigned customers.
* Work with the Service desk lead to coordinate the training of level 1 and level 2 Service desk team members on advanced IT topics networking, collaboration technologies and cybersecurity.
* Disseminate customer communications internally and publish to Analysts as needed.
* Periodically meet with stakeholders to discuss status and provide continual improvement strategies.
* Continuously recommend improvements in process and procedure to improve operations.
Full Time
Business Services
$72k-89k (estimate)
07/04/2024
08/01/2024
insightglobal.com
BALTIMORE, MD
500 - 1,000
2001
TYLER HODGINS
$500M - $1B
Business Services
We arent just a staffing company. Were a company that cares for others. It might sound lofty, but it's the idea that gets us up everyday, determined to make it true. Insight Global is a company that people can anchor to in moments of triumph, struggle, and every time in between. Whoever you are and wherever you come from, you matter to us and we have your back. Together, anything is possible.
The following is the career advancement route for Tier 2 Help Desk Technician positions, which can be used as a reference in future career path planning. As a Tier 2 Help Desk Technician, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Tier 2 Help Desk Technician. You can explore the career advancement for a Tier 2 Help Desk Technician below and select your interested title to get hiring information.