IT Service Desk Tier 2 - Expert Troubleshooter

The Tatitlek Corporation; Washington (District of Columbia); Remote; USD 58,000 - 74,000; Full time

Job summary

The Tatitlek Corporation is seeking a Service Desk Tier 2 Tech Support professional to respond to and resolve IT service desk tickets, either remotely or at the customer site, and to assist with Tier 1 duties as needed.

Ideal candidates will have strong Microsoft environment knowledge, 2+ years of experience with incidents, and experience using Remedy for ticket tracking and escalation.

Qualifications

• General understanding and knowledge of the Microsoft computing environment.
• At least 2 years of experience with resolving and recording software and hardware customer incidents and requests.
• At least 2 years of experience using a ticketing database (Remedy) to document and escalate incidents.
• At least 2 years working knowledge of PCs, laptops, tablets, peripherals, and related hardware technologies; Windows XP/7/10 and Microsoft Office.
• CompTIA Network+ or A+ is required; Network+ preferred.

Responsibilities

• Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
• Ask probing questions, research, analyze, and rectify problems and resolve incidents deemed minor.
• If incidents are major and require code or configuration changes, route the ticket to Tier 3.

Job description

The Tatitlek Corporation is seeking a Service Desk Tier 2 Tech Support professional to respond to and resolve IT service desk tickets, either remotely or at the customer site, and to assist with Tier 1 duties as needed.

Ideal candidates will have strong Microsoft environment knowledge, 2+ years of experience with incidents, and experience using Remedy for ticket tracking and escalation.