What are the responsibilities and job description for the Tier 2 Service Desk Specialist - Cleveland Ohio- In Person position at Cognizance Technologies for MakPar(Client)?
Onsite role--Cleveland, Ohio
Seeking USC or GC holders with candidates to be eligible for Public Trust clearance!
Role Specific Duties:
- Responds and diagnoses problems through discussion with users and hands-on assistance.
- Provides on-site support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to tickets assigned by Tier 1.
- Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
- Documents, tracks, and monitors tickets to ensure a timely resolution.
- Provides second-tier support to users’ applications or hardware issues.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
- Performs Moves, Adds and Changes (MAC)
Desired Qualifications:
- At least 2 years of experience in participating in a desk-side support environment providing IT hardware and software support.
- Possible travel up to 10%. Selectee may be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support. Travel will be reimbursed.
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
- Preferred Certifications:
- Microsoft Office Specialist certification for Office 2007 or later.
- One of the following - ITIL v3 Foundations, Help Desk Institute's HDA, CSR, or other IT industry certification.
Knowledge Requirements:
- ServiceNow, or other IT help desk ticketing systems
- Microsoft Windows support in an enterprise environment
- Microsoft Office / Microsoft 365
- BeyondTrust (Previously known as Bomgar), or other remote desktop support tools.
- Microsoft Azure AD
- Microsoft InTune
- Microsoft Entra
- Microsoft Azure Virtual Desktop (AVD)
- NetIQ Directory Resource Administrator (DRA) or Active Directory
- Systems Center Configuration Manager (SCCM)
- Cisco AnyConnect
- Z-Scaler experience is a plus!
Job Type: Full-time
Pay: $23.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person
Salary : $23 - $25