Help Desk Technician

Tier 2 Helpdesk Technician

Location : Big Cypress, FL

Position Type : Permanent, Full-Time (Onsite)

Overview :

Join a dedicated team in supporting internal and public users within a government setting. As a Tier 2 Helpdesk Technician, you will leverage your technical expertise to troubleshoot and resolve issues through remote access, phone support, and onsite assistance. This role is vital in ensuring seamless IT operations and delivering exceptional service to both technical and non-technical users. You will work as part of a structured team, including Tier 1, Tier 3, and supervisory support, and utilize tools like ServiceNow and Dameware to manage tickets and provide remote support. This position requires a proactive problem-solver with strong technical skills and a desire to learn and grow in a dynamic environment.

Key Responsibilities :

• Serve as the escalation point for Tier 1 issues, managing tickets assigned via ServiceNow.
• Provide remote troubleshooting using Dameware, resolving 80% of issues without onsite visits.
• Perform onsite support for approximately 20% of incidents, including printer and end-user device troubleshooting.
• Support internal government employees and public users, addressing hardware, software, and network-related issues.
• Maintain and troubleshoot Windows 10 and some legacy Windows 7 systems.
• Configure and troubleshoot mobile devices, including iPhones, Android devices, tablets, and MiFi hotspots.
• Resolve issues related to Office365, OneDrive, Cisco WebEx, MS Teams, and Active Directory (e.g., group assignments and permissions).
• Address connectivity and networking issues, including basic IP networking and printer configurations.
• Collaborate with Tier 1 and Tier 3 teams to ensure timely and effective resolutions.
• Occasionally travel to other locations to provide onsite support (approximately 10% travel).
• Document all support activities and resolutions in ServiceNow.

Qualifications :

Preferred Skills :