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
