Tier II Desktop Support Jobs in Silver Spring, MD at ActioNet, Inc

Title: Tier II Desktop Support

Company: ActioNet, Inc

Location: Silver Spring, MD

Salary: $80K – $100K*

Category: Technical Services

This position is part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers’ requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) ensuring customer satisfaction while providing service and support for all customer service incidents and requests. Position is on onsite. Core hours are 7am – 6pm Monday – Friday. Please defer to the hiring manager for the shift needed to work at time of interview.

Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.

What is in it for you?

You will be stepping into an established IT support environment where you can leverage your expertise in Tier II – raising the bar in IT Service Delivery excellence

You can increase your technical abilities by enhancing your toolbox of skills in areas such as Email Management and AD Account Management.

ActioNet, Inc. is committed to creating an employee environment that fosters professional development, as well as personal growth and satisfaction. Through our total compensation package, we offer our employees the means to reach these goals

Duties and Responsibilities:

Provide surge support to other teams as needed during times of surge (this will include desktop Tier 2 activities or Tier 3 activities)

Work a high volume of IT tickets daily ensuring SLA response and resolutions times, and customer satisfactions are met

Be responsive and decisive when responding to customer requests, incidents, and inquiries

Create Standard Operating Procedures (SOPs) and update existing SOPs for non-standard technology

Ability to multi-task projects and daily operations while providing regular status updates to management

Be involved in implementation of managed SCCM pushes, updates, and patches on NOAA systems

Image, test, and deploy computers for new requests and break/fixes

Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues

Perform Installs, Moves, Additions, and Changes (IMAC) for Tier II

Provide IT support for remote customers using government-approved remote support tools

Possess a strong working knowledge of Service Now or equivalent ticketing systems

Perform account management in Active Directory and Mail Administration

Be knowledgeable with Windows 10 Operating Systems, MS Office Applications, Google Mail, and Google Applications

Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates

Possess knowledge of McAfee ePolicy Orchestrator, SCCM, and compu…


About ActioNet, Inc