Help Desk Tier II Support Technician Job at Computer World Services
Job Description
All Help Desk Support Technicians support and assist customers with issues involving End User Device (EUD) hardware, software, and applications.
Tier II Technicians possess technical knowledge and troubleshooting capabilities beyond Tier-I personnel. Tier II technicians tend to have a specialization skill and will determine which specialization best matches the customer’s needs before helping. If their technical specialization is one which can help the customer, the technician determines whether the problem is a new issue or an existing one. Advanced diagnostic tools and data analysis may be used at this point. If the issue is an existing one, the Tier II Technician then determines if there is a solution or workaround. They may instruct the customer how to fix their problem, or the technician may request permission to remote into the customer’s computer to try advanced troubleshooting. However, in some cases there might be no solution as it’s an open bug. In this case, the Technician adds an entry to the bug list and provides the master ticket number to the customer. If a customer experiences a new issue, the Technician performs further analysis to see if they can resolve it, and the technician may request permission to remote into the customer’s computer to try advanced troubleshooting. If corrected, Help Desk personnel will explain to the customer how or what fixed their issue. However, if the tech cannot fix the problem at this tier, they escalate the issue to Tier III.
Some Tier II Technicians will specialize in one or more of these assignment areas: Help Desk Support; Common Access Card (CAC) Activations and Renewals; EUD Configurations; or Local Area Network (LAN) Line and Port Activations
Key Tasks and Responsibilities
- Support Tier I to resolve customer issues
- Determining the cause of computing issues
- Resolving technical issues
- Serves as the advanced troubleshooting point of contact for customers seeking technical assistance
- Performs specialization area and advanced troubleshooting through diagnostic techniques to determine the resolution
- Walks customers through the problem-solving process and directs unresolved issues to the appropriate queue or next tier level of support personnel
- Prioritizes/escalates issues which require elevated attention
- Records all workload in approved ticketing system(s)
- Follows up with customers to ensure complete resolution of issues
Job Requirements:
Education & Experience
- High School graduation or completion is required; Technical Degree preferred
- Ideal candidates have working knowledge of and experience with EUD hardware, Remedy Help Desk Software System, Directory and Resource Administrator (DRA), network infrastructure, Windows Operating Systems, Microsoft (MS) Office, and the Air Force Standard Desktop Configuration (SDC).
Certifications
- IAT level – II (CCNA Security, CSA+, GICSP, GSEC, Security+ CE, SSCP)
Security Clearance
- DoD Secret Clearance is required, though some positions can allow candidates to start work with an interim SECRET clearance.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at
314.952.5138 or URL blocked - click to apply.Job Snapshot
Employee Type
Full-TimeLocation
Oklahoma City, OKJob Type
Information Technology, Other, Professional ServicesExperience
Not SpecifiedDate Posted
03/22/2023Job ID
3724/2639/16602Please Note :
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