Tier 2 Support Specialist

Responsibilities

Kforce has a client in Fairfax, VA that is seeking a Tier 2 Support Specialist. Responsibilities:

• The Tier 2 Support Specialist will provide polite, friendly, professional, and courteous customer service at all times
• Work through various types of technical and customer service issues and ensure customer satisfaction
• Performs installations, upgrades, configuration, and troubleshooting of customer-specific hardware and software, and mobile devices
• Provide instructions to customers and support staff in the use of equipment and software
• Posses the ability to complete multiple simultaneous tasks/projects in a timely manner
• Interface with other teams when needed to help resolve customer issues
• Document incident status and solutions using BMC Remedy ticket tracking system
• The Tier 2 Support Specialist accepts warm transfers from other technicians to continue customer support
• Efficiently escalate issues to higher tiers when needed
• Ensure SLA compliance
  
  

Requirements

• Associate's degree in a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience
• Active CompTIA A , Network , Microsoft, ITIL foundation, and HDI certificates are highly desired
• 2-4 years of combined tier1 and tier 2 support work experience
• Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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