What are the responsibilities and job description for the Tier II Help Desk Support position at PingWind?
Location: Scott AFB, IL
Required Clearance: Secret
Required Education: Associate’ s Degree in relevant field.
Required Experience: Two (2 ) years of relevant experience.
Description
PingWind is seeking a highly skilled and experienced Tier II Help Desk Support to join our dynamic team. As Tier II Help Desk support, you will play a crucial role in providing technical assistance and support to end-users within our organization.
Responsibilities
· Provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Handles problems that the first tier of help desk support is unable to resolve.
· May interact 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.
· Maintains currency and highest level of technical skill in field of expertise.
· Proficiency in troubleshooting common hardware, software, and network issues. Knowledge of operating systems (Windows, macOS), productivity tools, and basic networking concepts.
· Excellent customer service and communication skills to interact effectively with end-users.
· Strong problem-solving abilities to diagnose and resolve technical issues efficiently.
Requirements
· Ability to adapt to changing priorities, technologies, and user needs.
· Ability to work collaboratively with other support team members and escalate issues as needed.
· Conduct in-depth troubleshooting for more complex technical issues related to hardware, software, and network systems.
· Act as an escalation point for Tier I support, providing guidance and expertise in resolving more challenging problems.
· Utilize remote support tools to assist end-users with technical issues on their computers or devices.
· Perform hardware repairs or coordinate with vendors for equipment repairs and replacements.
· Configure and optimize software applications to meet end-user needs and resolve issues.
· Contribute to the enhancement of knowledge base articles and documentation to facilitate Tier I support and improve overall service efficiency.
Preferred Qualifications
CompTIA A , CompTIA Network , or Microsoft Certified: Modern Desktop Administrator Associate; Microsoft Certified: IT Support Professional
Certifications
· Security
About PingWind
PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Washington DC and Northern Virginia. www.PingWind.com
Our benefits include:
Paid Federal Holidays
Robust Health & Dental Insurance Options
401k with matching
Paid vacation and sick leave
Continuing education assistance
Short Term / Long Term Disability & Life Insurance
Employee Assistance Program through Sun Life Financial EAP Guidance Resources
Veterans are encouraged to apply
PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.
