IT Support Engineer — Service Desk Tier 2

Tatitlek Government Services, Inc (TGSI); Washington (District of Columbia); On-site; USD 42,000 - 64,000; Full time

Job summary

Tatitlek Government Services, Inc (TGSI) is seeking a Service Desk Tier 2 Technician in the Washington, DC area to resolve medium to complex IT issues that cannot be handled at Tier 1, working with end users remotely or on site.

Responsibilities include diagnosing hardware/software problems, using Remedy for ticket tracking, and escalating outages to Tier 3 when changes are required. A solid Microsoft environment and networking basics are expected.

Qualifications

• Minimum 2 years' experience resolving and documenting software/hardware incidents.
• Experience with Remedy ticketing system for incident tracking.
• Knowledge of PCs, laptops, tablets, peripherals and Microsoft Office suite.
• CompTIA Network+ or A+ certification required (Network+ preferred).
• Understanding of Microsoft computing environments and basic networking.
• Strong problem solving and customer service skills.

Responsibilities

• Analyze incidents or problems, diagnose, troubleshoot, and resolve medium to complex software/hardware/connectivity issues.
• Ask probing questions, research, analyze, and rectify problems; escalate if minor.
• Route major issues to Tier 3 when code or configuration changes are required.

Skills

Communication skills

Networking basics

Troubleshooting

Education

CompTIA Network+ or A+ certification

Tools

Remedy

Microsoft Office

Job description

Tatitlek Government Services, Inc (TGSI) is seeking a Service Desk Tier 2 Technician in the Washington, DC area to resolve medium to complex IT issues that cannot be handled at Tier 1, working with end users remotely or on site.

Responsibilities include diagnosing hardware/software problems, using Remedy for ticket tracking, and escalating outages to Tier 3 when changes are required. A solid Microsoft environment and networking basics are expected.