Tier II Helpdesk Technician

Tier II Helpdesk Technician
Location: Hybrid – Washington, D.C
Type: Full Time
Minimum Experience: Experienced
Security Clearance Level: Clearable 
*The clearance level stated above must be met for consideration for this specific opportunity. Unfortunately, TGTG is unable to sponsor at this time.
Military Veterans and individuals with disabilities are encouraged to apply!
 
The Green Technology Group, LLC (TGTG) is seeking a talented Helpdesk Technician
 Essential Duties & ResponsibilitiesDescription:

The Office of Resolution Management (ORM) is seeking a Tier 2 Technician to serve as a technician on a United States Department of Veterans Affairs (VA) Information Technology Help Desk.  The Customer Service Engineer quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs.  Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues.  The Customer Service Engineer must have experience supporting end users to resolve a range of technical issues.  The candidate will be responsible for providing remote administration and troubleshooting of end users challenges and be adept at repairing desktop system and peripheral devices issues. Some tickets require office visits in Washington, D.C. for resolution.  Experience with Microsoft Office applications, and experience working in an office setting are critical skills as well as the ability to assist end users on frequently asked technical issues. The candidate will operate under the supervision of the Help Desk Lead, and be professional with extreme attention to communication, detail, and patience.  This is a full-time position located in Washington, D.C. Veterans are encouraged to apply

Responsibilities:

• Maintain a wide range of hardware and network technology devices
• Resolve IT issues in a high volume, fast paced environment
• Maintain a 95% or higher Customer Satisfaction Survey results
• Available for nights and weekend support during critical backup/coverage periods
• Coordinate the use of multiple ticketing systems and continuously monitor Help Desk queues to manage workload
• Provide end-user assistance throughout the entire lifecycle of ticket
• Creating & maintaining Standard Operating Procedures at a high level
• Ensure tickets are responded to in accordance with SLA contact and resolution timeframes
• Assist with inventory assessment and ensure 96% - 100% tracking accuracy
• Report Hardware Inventory every quarter for client. 
• Analyze, report, and clearly present metrics on daily Help Desk ticket logs, and provide corrective action as required
• Clearly articulate Help Desk accomplishments and upcoming activities to management and client
• Assist users with Cisco Telecom usage issues to include Jabber and Finesse

 Required Skills & Experience

• Minimum Bachelor’s Degree (8 years of additional relevant experience may be substituted for education)
• Cisco Telecom experience preferred
• Experience providing IT support to multiple work sites
• Experience with MS Office, VPN, MS SharePoint, printers, Networks
• Excellent customer service, communication and organizational skills are required
• Demonstrable troubleshooting and problem resolution skills for Desktops and Laptops
• Ability to work independently with minimal direction providing technical and non-technical support to multiple users
• Ability to work overtime required on occasion
• Ability to sit at a workstation for long periods of time
• Able to lift, carry, move, load and unload heavy objects (up to 50 pounds)
• Strong communication skills both verbal and written skills to develop technical documentation.
• Dedicated commitment to service and quality user experience.

TGTG is an equal-opportunity employer. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state, or local law.

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