Dynamic Solutions ยท 9 hours ago
Tier II Help Desk Support Special
United States
Full-time
Remote
Mid Level
4+ years exp
Maximize your interview chancesBiotechnologyInformation Technology
No H1B
Security Clearance Required
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Responsibilities
Responsible for providing first-tier support, consisting of technical and problem resolution support and consistently deliver superior support that results in positive customer experiences in a mission-driven organization
Technicians will troubleshoot and resolve issues with laptop PCs, portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color LaserJet printers, personal LaserJet printers, flatbed scanners, Canon high-speed scanning fax machines, government provided mobile devices
Accept user support tickets that come into the Help Desk via telephone, email or IT Support Ticket
Ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution
Assist end users and troubleshoot issues, ask probing questions, listen, and record data, capture details and actions performed in all customer tickets
Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots
Provide customer follow up support for open, outstanding support requests and strive for a timely resolution
Provides enhanced desktop and user support service to VIP customers
Contributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures (SOPs) and Training manuals for support
Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.
Qualification
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Required
High School Diploma or GED certificate
4 to 5 years of relevant experience
At minimum, Security clearance/investigation of a Tier1/National Agency Check w/Inquiries (NACI)
Preferred
One or more of the following industry certifications is highly desired: Help Desk Institute (HDI), CompTIA A, CompTIA Network, CompTIA Security, MCSA: Windows 10, MCSE: Desktop Infrastructure, MCDST: Microsoft Certified Desktop Support Technician, ITIL Foundation (Within 3 months from date of hire)
Have knowledge of commercial off-the-shelf (COTS) applications (such as Adobe Acrobat and the Microsoft Office suite), and networking.
Experience working in help desk ticketing platforms, type and document notes in real-time while engaged with the customer on the phone
Remedy and/or ServiceNow tools with experience in processes for Service Requests, Incidents, Change and Problem Management
Ability to work independently and as a team member
Ability to complete concurrent tasks
Ability to learn and apply technical concepts to assigned duties.
Excellent oral and written skills.
Excellent critical thinking skills.
Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook.
Company
Dynamic Solutions
Dynamic is a full-service CRO that offers solutions for conducting clinical trials and observational studies.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
