What are the responsibilities and job description for the Desktop Support Tier 2 position at SENTINEL GROUP LLC?
Seeking a Tier 2 Help Desk Specialist supporting the Air Force Pentagon in Arlington, VA. This is an exciting opportunity to use your experience helping end users attain their mission. The qualified candidate will serve as the initial point of contact for IT-related field problems. In this role, he/she will provide phone and online support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.
**This position REQUIRES onsite support at the Pentagon, Monday – Friday, regular business hours
Primary Responsibilities:
- The qualified candidate will serve as the initial point of contact for IT-related field problems. In this capacity you will provide phone and online support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary.
- Provide great and prompt customer service to both government, military and contractor employees by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Analyze, troubleshoot, and resolve tickets based on the Help Desk allocation process.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure your assigned tickets stay within the program’s service level agreement.
- Open and close tickets in Remedy
- Ensure all Remedy tickets are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
Basic Qualifications:
- 4 years of experience with End User Support operations (Helpdesk, Service Desk, End User Support).
- Must currently possess an active Secret clearance
- CompTIA Security required
- Solid experience with Remedy or ServiceNow
- Proficient with Microsoft Windows 10 and 11 OS
- Knowledge of hardware troubleshooting techniques
- Experience with Remote Desktop Protocol (RDP)
- Solid MS Office Suite skills including Excel, Word, and PowerPoint
- Excellent written and verbal communication skills
- Solid troubleshooting techniques to find root causes and apply workarounds
- Organization skills and attention to detail
