What are the responsibilities and job description for the Tier 2 Help Desk Technician position at Diverse Business Systems, Inc.?
Job Summary
We are seeking a dedicated and detail-oriented Help Desk Analyst to join our DLA IT support team. The ideal candidate will be responsible for providing exceptional customer service and technical support to end-users, ensuring that all IT infrastructure operates smoothly. This role requires strong communication skills and a solid understanding of computer hardware, networking, and help desk operations.
Responsibilities
- Ability to assist in performing technical operation and testing of various types of fully integrated computer-based systems in a supervised setting.
- Ability to efficiently manage and prioritize a workload of assigned tickets.
- Ability to communicate effectively with peers and leadership in a team-focused environment.
- Ability to seamlessly transition from daily operations to project actions, and vice-versa.
- Ability to receive and accurately follow guidance and SOP’s provided by contract and government leadership.
- Ability to adapt to new situations and policies in the ever-developing technical world.
- Ability to operate a wide variety of system components to include hardware, software, and mass storage technology.
- Ability to operate, under supervision, communications-computer systems, and install, implement, maintain and tune operating systems, disk and tape management systems, and computer operations automation software.
- Requires local travel using personal vehicle, company van, cart or other motorized vehicle.
- Provide first-level support for IT-related issues via phone, email, or in-person.
- Collaborate with other IT team members to escalate complex issues when necessary.
- Maintain documentation of support processes, procedures, and user guides.
- Ensure a high level of customer service is maintained throughout all interactions.
Qualifications
- Secret Security Clearance is a must.
- Possess at least one active IAT II or III certification.
- Proficiency in TCP/IP networking concepts and IT infrastructure management.
- Minimum 1-year experience in desktop support and help desk environments.
- Strong understanding of computer components and troubleshooting techniques.
- Excellent communication skills with the ability to convey technical information clearly.
- Familiarity with Office applications and common software tools.
- Previous experience in customer service roles is a must.
- Ability to work independently as well as part of a team in a fast-paced environment.
If you are passionate about technology and helping others, we encourage you to apply for this exciting opportunity as a Help Desk Analyst.
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Salary : $40,000 - $50,000