Desktop Support Tier II

Title: Tier II Support Specialist
Location: Fully onsite downtown Washington DC
Duration: 3 month contract to hire
Compensation: $30- $40/hr and $50-60k on conversion
Work Requirements: US Citizens, must have an ACTIVE public trust

Summary

Our client seeks a Technical Support Specialist II to support a Federal Government client in Washington, DC. The Tier II Technical Support Specialist is the central point of contact for all IT-related incidents and service requests and is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

This position requires a 100% onsite presence; 5 days a week.

Responsibilities

• Provide support for all staff
• Provide services over the phone, through e-mail, in person (for walk-in customers) and self-service
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
• Assist users with any logged IT related incident
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• Accurately record, update and document requests using the IT service desk system
• Install and configure new IT equipment
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers and scanners
• New hardware and software deployment requests
• Audio-visual requests
• Mobile support and mobile phone deployment
• Resolve Critical Service Requests for workstation equipment
• Remove and cleanup malware, isolated viruses and spyware
• Maintain a first-class level of customer service ensuring all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Willingness to attend internal training as necessary, to keep up to date with the latest technology and internal system processes
• Participate in the Annual Performance Review process
• Undertake other duties not specifically stated without altering the nature or level of responsibility

Required Qualifications

• 3+ years previous Tier II / Tier III desktop hardware / software support
• General knowledge of Tier III desktop hardware / software support
• Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
• Excellent IT skills and computer literacy
• Previous experience within a customer service role
• Excellent organizational skills
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Good attention to detail and ability to show initiative
• Ability to plan and prioritize work load without supervision
• Ability to prioritize, manage and perform under pressure to meet SLAs
• Excellent knowledge of Customer Service best practices
• Willingness to work flexibly and with enthusiasm
• Ability to work in a dynamic, fast-paced environment
• A highly motivated team player with the skills and ability to manage changing priorities

Desired Qualifications

• A+, MCSA, ITIL Foundation Certificate (V2)
• 5+ years previous Tier II/ Tier III desktop hardware/ software support
• Experience working with the Microsoft System Center Configuration Manager (SCCM), Encryption Software (e.g. McAfee Encryption, Truecrypt, bitlocker)
• Experience working with Azure, Microsoft 365
• Mobile support/phone deployment
• Macs iOS
• Dell hardware
• Previous experience working with a Federal Government client

Education

• HS/GED required; AS / BS in Computer Science or other relevant Information Technology field preferred

Clearance

• Public Trust- preferred, if not active, must be able to obtain one

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay, 401(k)
• Retirement plan
• ...and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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