Description

We are a leading IT Consulting Firm specializing in IT modernization, cloud services, cybersecurity, engineering, fielding, training, and program support services for U.S. government agencies and major commercial organizations. We are seeking a highly skilled and dedicated Tier 2 IT Help Desk Support Specialist to join our team. The ideal candidate will provide top-notch technical support to our employees, ensuring smooth and efficient operation of our IT infrastructure.

Responsibilities:

• Technical Support: Provide Tier 2 support for Windows, Office 365, Azure and OneLogin issues. Troubleshoot and resolve hardware and software problems for internal staff and clients. Experience with on-call rotations.
• Incident Management: Respond to and manage tickets escalated from Tier 1 support, ensuring timely resolution and proper documentation.
• User Training: Provide training and support to end-users to enhance their ability to use IT systems efficiently and effectively.
• Documentation: Create and maintain detailed documentation of IT issues, resolutions, and processes to ensure a knowledge base for future reference.
• Collaboration: Work closely with other IT team members to identify, analyze, and resolve complex technical issues.
• Security: Ensure adherence to cybersecurity policies and practices to safeguard company data and systems.
• Project Support: Assist with IT-related projects, including system upgrades, migrations, and implementations.
• Customer Service: Ensure timely and professional communication with end-users, providing updates and resolutions to support requests and maintain a high level of customer satisfaction by prioritizing and resolving issues effectively.

This position will be remote but will require travel to client site in Houston a minimum of once per week.

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Experience: 3+ years of IT support experience, with at least 1 year in a Tier 2 role, preferably within an IT consulting or similar environment.
• Technical Skills: Proficiency in Windows environments, Office 365 Admin, Azure and OneLogin. Strong troubleshooting and problem-solving skills.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Customer Service: Strong customer service orientation with a focus on providing high-quality support and ensuring user satisfaction.
• Certifications: Relevant IT certifications - CompTIA Sec+ is preferred.
• Adaptability: Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Team Player: Ability to work effectively as part of a team and collaborate with colleagues across the organization.
• Able to acquire and maintain a Security Clearance.

• Desirable is Information Technology Infrastructure Library (ITIL) fundamentals.
• Experience with the ServiceNow platform
• Candidates must demonstrate the capability to collaborate and independently learn new technologies to be successful.

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