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The Tatitlek Corporation · 3 months ago

Service Desk Tier 2

US-DC

Full-time

Onsite

Entry, Mid Level

2+ years exp

The Tatitlek Corporation is seeking a Service Desk Tier 2 Tech Support professional responsible for handling IT problems or requests that cannot be resolved at the Tier 1 level. The role involves responding to and resolving IT Service Desk tickets, working directly with end users to ensure timely resolution of incidents.

Civil EngineeringConstructionFacilities Support ServicesMapping ServicesProject Management

Work & Life Balance

Responsibilities

Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues

Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor

If the incidents or problems are identified as major and require a code or configuration change, the Tier 2 Support team routes the ticket to the Tier 3 Support team

Qualification

Microsoft computing environmentTicketing database (Remedy)CompTIA Network+A+IT troubleshooting techniquesMicrosoft Windows OSWritten communication skillsOral communication skills

Required

General understanding and knowledge of the Microsoft computing environment

At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests

At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy)

At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software

CompTia Network+, or A+ is required, Network+ preferred for this position

Must possess a good understanding of basic networking technologies; e-mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and shall possesses good written and oral communication skills

As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results