Helpdesk Technician- Tier 2 (2059)

Description

*Must have Government Client/User Interphase*

Job Description: Performs a variety of tasks applied to information technology problems on a large PC network connecting to both a MS and Novell server network. The Helpdesk Tech will be mainly responsible for the Troubleshooting of incidents: Tier 2 support investigates, diagnoses and resolves most incidents that are not cleared by Tier 1 support. These incidents tend to be indicative of new problems. Tier 2 support uses tools and processes to ensure that problems are identified and resolved before incidents occur. The Tier 2 support staff is distributed across the various user sites of AOC. They visit the customer workstations to provide onsite support.

Roles

Troubleshoot incidents. Tier 2 support investigates, diagnoses and resolves most incidents that are not cleared by Tier 1 support. These incidents tend to be indicative of new problems.

Owner of PM process. Tier 2 support ensures that a well-defined and effective problem management process, as previously defined, is in place.

Proactive management of the infrastructure. Tier 2 support uses tools and processes to ensure that problems are identified and resolved before incidents occur.

Responsibilities

Resolve incidents escalated from Tier 1. Whereas Tier 1 is expected to resolve a high percentage of incidents, Tier 2 support is expected to resolve about 75 percent of incidents that are escalated to them. The unresolved incidents are escalated to Tier 3 support per the Responsibility Matrix. Determine root cause of problems. Tier 2 support determines the root cause of problems and identifies workarounds or permanent fixes. They engage and manage other resources as necessary to determine the root cause. They escalate problem resolution to Tier 3 support when the root cause is an architectural or technical issue that exceeds their skill-set.

Champions the implementation of workarounds and permanent fixes. Tier 2 support ensures that projects are raised within development organizations to implement permanent fixes to known errors. They ensure that workarounds are documented and communicated to Tier 1 support staff and implemented in tools.

Proactively monitor the infrastructure. Tier 2 attempts to identify problems before incidents occur by monitoring infrastructure components and taking corrective action when defects or problematic trends are discovered. Proactively examine incident trends. Past incidents are examined to determine if there are underlying problems that need to be fixed before future incidents occur. Incidents that are closed without being matched to a known problem are also examined for potential underlying problems.

Continually improve the PM process. As owner of the PM process, Tier 2 support ensures that the process and capabilities are adequate, and improved when necessary. They lead the problem review process to determine lessons learned and ensure that process controls, such as meetings and reports, are adequate.

Capabilities

Technically competent with reasonable interpersonal skills. Tier 2 support staff should have a range of technical skills across the technologies that are supported, including networks, servers and applications but especially with PCs and their accessories.

Network, server and application knowledge. The Tier 2 organization needs to be able to resolve incidents and problems across the gamut of technologies at use in the organization where possible and escalate to Tier 3 as necessary. Must have very strong troubleshooting skills, excellent customer service skills and be able to lead by example.

Education: 5+ years of related Helpdesk experience;

Required Skills: Strong general IT background/knowledge. Strong customer service skills. Strong PC troubleshooting skills and advanced knowledge of the MS XP operating system.

Desired Skills: A+ Certification, MCP ITIL Background Experience with Heat Please apply for this position directly on our website at: http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=282651&company_id=15603&jobboardid=24