Tier 2 IT Help Desk Support Specialist

Overview/ Job Responsibilities

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.

Minimum Qualifications

• 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.

Desired Qualifications

• 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.

About Sev1Tech LLC

Welcome to Sev1Tech! Founded in 2010, we are proud to be a leading provider of IT modernization, engineering, and program management solutions. Our commitment is to deliver exceptional program and IT support services that empower critical missions for both Federal and Commercial clients.

At Sev1Tech, our mission is clear: Build better companies. Enable better government. Protect our nation. Build better humans across the country. We believe that through innovation and dedication, we can make a significant impact on the communities we serve.

Join the Sev1Tech family, where your potential for greatness is limitless! Here, you will not only achieve remarkable accomplishments but also enjoy a fulfilling and rewarding career progression. We invite you to explore opportunities with us and become part of a team that values your contributions and growth.

Ready to take the next step? Apply directly through our website: Sev1Tech Careers and use the hashtag #joinSev1Tech to connect with us on social media!

For any additional questions or to submit referrals, feel free to reach out to recruiting@sev1tech.com .

Diversity and Inclusion: Sev1Tech is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all qualified applicants, regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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