Helpdesk Specialist - Tier 2

Purpose:
The Tier 2 Support Specialist provides desktop, end-user, and application support within a federal enterprise environment. This position resolves escalated technical issues from Tier 1, performs onsite support when necessary, manages service tickets, and supports Microsoft 365, mobile devices, applications, hardware, and software.

Responsibilities:

• Provide Tier 2 desktop and end-user technical support.
• Resolve incidents escalated from Tier 1.
• Perform onsite dispatch and technical support when required.
• Create, update, and maintain service tickets in Zendesk.
• Troubleshoot Microsoft 365 applications and services.
• Configure and support mobile devices.
• Install and remove software and applications.
• Troubleshoot workstation hardware, software, and connectivity issues.
• Support desktop imaging and configuration in accordance with applicable Government requirements.
• Maintain accurate ticket documentation and status updates.
• Meet established service-level and response-time requirements.
• Escalate complex technical issues to Tier 3 or other appropriate technical resources.
• Support first-contact and timely incident resolution goals.

Qualifications:

• Previous Tier 2 desktop, end-user, or enterprise IT-support experience required.
• Experience supporting Microsoft 365 environments.
• Experience with hardware/software troubleshooting, mobile-device configuration, and application support.
• Experience using Zendesk or a comparable ticketing/ITSM platform.
• Familiarity with workstation imaging and enterprise IT support practices.
• Strong customer-service, communication, and troubleshooting skills.
• CompTIA A+ preferred.
• Security+ preferred.
• ITIL Foundation preferred.
• Ability to successfully complete and maintain a Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.

Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets