Remote Tier 2 Desktop Technician, Help Desk Support

Note: The job is a remote job and is open to candidates in USA. reputed company is an award-winning Federal IT solutions provider dedicated to delivering mission-enabling technology and strategic solutions. They are seeking a qualified Tier 2 Desktop Technician to support the NOAA client by providing IT desktop support and ensuring optimal operation of computer hardware and software systems.

Responsibilities

Provide friendly customer support and interface daily

Serve as the onsite support for all technical issues

Provides on-site support to end users on a variety of issues

Responds to tickets and questions escalated from Tier I Call Center

Successfully resolve tickets in queue to closure

Image laptops and desktop computers with NOAA/NESDIS Windows 11 OS

Diagnoses and troubleshoots end user desktop issues and provides appropriate solutions

Vulnerability and Patching remediation

Follow-up with end users to provide status updates meeting expected service level targets (SLAs)

Work independently and with minimal supervision

Be responsive, reliable and able to prioritize tasks efficiently

Adhere to NOAA 5006 change, configuration, and security guidelines

Support standard and ad-hoc security update requests

Skills

US Citizen; Public Trust (National Agency Check with Inquiries (NACI))

1+ experience working in an IT Service Desk

Highly responsive to customer needs

Knowledgeable support of MS Windows 10/11 based laptops, desktops and reputed company Active Directory

Ensure a high level of customer satisfaction (CS) and positive customer experience (CX)

Experience with VPN's

Experience using ITSM Ticketing tools (e.g. reputed company or similar ticketing systems to manage and track incidents)

Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support

reputed company Certificate (A+)

Benefits

PTO including paid parental, military, and bereavement leave

Eleven (11) paid Federal holidays, five of which are floating holidays (as designated by the companys holiday schedule each year)

Health and Dental Insurance (including 100% employer paid premiums for employee coverage under the HDHP health plan)

Life Insurance, STD/LTD term disability coverage, with employer paid premiums

401 (k) plan with a match that is 100% vested after you complete two years of service

FSA/DFSA/HSA flexible benefit plans

Annual Tuition & Professional Development Reimbursement benefit

Company Overview

reputed company delivers mission-focused solutions to ensure our nations continued global leadership. It was founded in 2010, and is headquartered in Vienna, Virginia, USA, with a workforce of hidden_mobile employees. Its website is [hidden]

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