Tier II Help Desk Support

Summary

PingWind is seeking a Tier II Help Desk Support with at least 2+ years of experience to provide technical assistance and support to end-users. The position requires Secret clearance and an Associate's Degree in a relevant field. Responsibilities include providing second-tier support, maintaining technical skills, and excellent customer service.

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
• Acts as an escalation point for Tier I support, providing guidance and expertise in resolving more challenging problems
• Utilizes remote support tools to assist end-users with technical issues on their computers or devices
• Performs hardware repairs or coordinates with vendors for equipment repairs and replacements
• Configures and optimizes software applications to meet end-user needs and resolve issues
• Contributes to the enhancement of knowledge base articles and documentation to facilitate Tier I support and improve overall service efficiency

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
• 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

Preferred Qualifications

CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate; Microsoft Certified: IT Support Professional

Benefits

• 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