Help Desk T2

Cloudshape; Washington (District of Columbia); Remote; USD 80,000 - 100,000; Full time

Job summary

A technology solutions provider is seeking a remote Help Desk T2 to support federal agencies with IT infrastructure. Ideal candidates will have strong customer service skills, a technical degree or relevant experience, and an active Secret security clearance. Responsibilities include troubleshooting connectivity issues and providing Tier2 support. Join a company that values employee growth through training and offers substantial benefits including health insurance and a flexible work schedule.

Benefits

Flexible Work Schedule

Paid Time Off

Medical, Dental and Vision Insurance

401K contributions without employee contributions

Bonus Potential

Life Insurance and AD&D Insurance

Short-Term and Long-Term Disability Insurance

Training Assistance

Employee Referral Program

Qualifications

• US Citizenship and an active Secret security clearance required.
• 1+ years of experience in a similar role.
• Ability to manage multiple tasks simultaneously.

Responsibilities

• Assist users in resolving connectivity and laptop issues.
• Provide Tier2 support for escalated tickets from helpdesk.
• Respond to requests for technical assistance in person, via phone, chat, or email.

Skills

Experience with Ticketing Systems

Excellent oral and written communication skills

Excellent customer service skills

Ability to work in a team environment

Education

Associate's degree in a technical discipline

Tools

ServiceNow

Windows environment

MacOS

Job description

Help Desk T2

Location: Remote

Citizenship Required: Yes

Clearance Type: Secret

Positions Available: 1

Salary Range: $80,000 - $100,000

At Cloudshape our employees have incredible opportunities to work in helping organizations securely transform their IT infrastructure to meet the changing business cultures. We help government agencies transform their IT infrastructure using a solutions-driven approach that focuses on business outcomes rather than activities and tasks. This results in reduced capital requirements; lower and predictable operating costs; better alignment with business objectives; and reduced risk.

Our people make us who we are. We believe that to be a good partner for our clients we must have a solid team dynamic. We place emphasis on personal growth and learning new skills.

We are seeking a highly motivated, customer-oriented Help Desk T2 to join our team. The selected candidate will support different agencies in the federal government. This is an important position that will have a large impact on an already successful organization.

To be considered for this position, US Citizenship and an active Secret security clearance is required. This position is funded and contingent upon verification of a security clearance prior to starting with Cloudshape.

Required Support

• Experience with Ticketing Systems (e.g. ServiceNow, BMC Software, ManageEngine)
• Experience with management and monitoring tools
• Working knowledge of Windows environment (Active Directory, Group Policy, DNS – preferred)
• Work with system administrators to configure, deploy additional applications and desktops with security in mind
• Maintain and upgrade knowledge library documentation for clients (Service Desk and Users)
• System health checks of desktops and other resources
• Remote support of locally installed VDI solutions

Primary Duties

• Assist users in resolving connectivity and laptop issues
• Familiar with Windows and MacOS – preferred
• Provide troubleshooting support to address issues, current or otherwise, within the VDI environment
• Assist users with installing and upgrading Citrix software on end devices
• Provide support for applications running on virtual desktops
• Provide Tier2 support when tickets are escalated from helpdesk
• Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
• Respond to requests for technical assistance in person, via phone, chat or email
• Run daily usage reports of concurrent users and resources (desktops)

Required Qualifications

• Associate's degree in a technical discipline or 2 years of experience in lieu of a degree
• 1+ years of experience
• US Citizen with an active Secret security clearance
• Excellent oral and written communication skills
• Excellent customer service skills
• Strong coordination, organization, teaming, and communication abilities along with horizontal integration skills
• Ability to manage multiple tasks simultaneously
• Ability to work in a team environment

Benefits

• Flexible Work Schedule
• Paid Time Off
• Medical, Dental and Vision Insurance
• Cloudshape will contribute to 401K plans without employee contributions
• Bonus Potential
• Life Insurance and AD&D Insurance
• Short-Term and Long-Term Disability Insurance
• Training Assistance
• Employee Referral Program

Cloudshape is committed to employee growth through learning, training, advancement, and rewards.

Cloudshape is proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or to perform the essential functions of the job, please contact [e-mail]. U.S. Citizenship is required for most positions.