Tier 3 Help Desk Support Specialist

Functions commonly performed:

  • Tier 2 and 3 support for all client-side software, both COTS and custom
  • Resolve tier 2 and 3 technical problems and answers questions by telephone, email or self-service in support of internal and/or outside customer computer hardware, software, network, and system/application access
  • Responsible for support of all escalated hardware related issues
  • Provide advanced support of Active Directory and permissions
  • Test new versions of software for compatibility
  • Alerts management to recurring problems and patterns of problems

Knowledge/skills:

  • Requires active Public Trust Level 2 clearance
  • Proficient knowledge in Windows operating systems, Mac OSX, and Apple IOS
    • Serve are Primary Windows Tier 3 support
    • Serve as backup Mac OSX support
  • Administer Active Directory and GPO policies
  • Experience using virtual computer and server setup
  • Citrix remote access technical support / troubleshooting
  • Can work independently, or with a group to analyze, and troubleshoot a variety of problems
  • Possesses the ability to identify, research, and resolve complicated technical support issues
  • Diagnose, identify, isolate, and analyze problems utilizing historical data
  • Can create accurate and detailed user documentation and customized training
  • Troubleshoot and resolve routine problems by consulting with customers and providing timely and accurate responses to service requests
  • Technical proficiency in networking, hardware configuration, and Microsoft operating systems
  • Performs other duties as required

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