Tier 2 Service Desk Technician #5238

GovCIO is a team of transformers–people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

Responsibilities

Responsible for general maintenance of computers and computer equipment and for the resolving identified technical problems. Installs and tests new software. Ensures anti-virus software is installed, properly configured, regularly updated and working properly on all PC and server stations. Plans, schedules and coordinates new operating systems releases, engineering changes, and preventative maintenance changes. Assists in developing specifications and recommends computer related purchases to management.

1. Organizes and prioritizes requests for service and on an as-needed basis and works with vendor to resolve hardware and software problems.
2. Coordinates work orders for the installation of new equipment and recycles old equipment. Ensures all necessary software and data is migrated and network connectivity is established.
3. Troubleshoots and repairs hardware issues, including computers and network servers.
4. Sets up and maintains backup systems for in-office desktop computers and file servers.
5. Diagnoses and returns failed hardware, working with vendors as necessary on RMAs and fixes.

Qualifications

• High School Diploma or G.E.D
• Two or more years of experience in a Customer Service role
• Five or more years of technical or customer support experience
• Must be a U.S. Citizen and able to pass a Government Public Trust Investigation
• Must have the ability to work 9:00 a.m. to 5:00 p.m. (ET) Monday – Friday with flexibility to cover a weekend shift.

Required Skills and Experience

• Remotely interacting with end-users/customers over the phone, e-mail, remote desktop or via Skype
• Creating help desk tickets from incoming phone calls, triaging the help desk mailbox, and assigning tickets created within ticketing system.
• Providing basic help desk phone and remote access technical support to all levels of end users (including VIPs);
• Notifying/escalating Help Desk Management and Engineering Team of potential agency-wide problems.
• Gathering information from the end-user and their devices and documenting such details into the ticket, so that the issues are escalated efficiently to higher tier analysts or engineers for further research and resolution.

Preferred Skills and Experience

• Microsoft Windows 365, MS Office support skills, knowledge of Apple hardware and software, HP printers, and an enterprise-scale Help Desk ticketing system (Remedy, ServiceNow, or Service Manager) desirable.
• Ability to analyze and diagnose technical issues and apply basic troubleshooting techniques to achieve first call resolution.
• Excellent verbal and written communication and courteous, professional customer relationship skills along with the ability to multi-task and prioritize work.
• Proven ability to communicate effectively in written and verbal form with all levels of end users, technical staff, and management.
• Proven ability to work effectively in a collaborative, team-oriented work environment.
• Perform other duties as assigned.
• Technical certifications desirable (A+, Network+, Security+, etc.)
• Apple certifications desirable
• ITIL certifications and skills desirable