Tier 3 Agent

Logistics Systems Inc.; Northern (KY); Hybrid; USD 59,000 - 72,000; Full time

Job summary

Logistics Systems Inc. in Washington, DC is seeking a Tier II IT support specialist to diagnose and resolve software, hardware, and network issues for clients. The role requires guiding users through solutions and escalating complex cases when needed.

New hires must obtain Security+ or equivalent certification within 90 days of start date. U.S. citizenship is required. This full-time position pays a salary of $65,000 annually and involves working on site in the DC area.

Qualifications

• Security+ or equivalent certification required within 90 days of start date.
• U.S. citizenship is required."

Responsibilities

• Provides Tier II technical software, hardware, and network problem resolution for clients by diagnosing problems and guiding users through step-by-step solutions.
• Performs problem diagnosis to resolve issues or escalates to senior staff as needed.
• Maintains extensive knowledge of the field and available systems.
• Works on moderately difficult assignments requiring judgment to resolve issues or make recommendations.
• Uses automated information systems to analyze routine situations and prioritize requests.
• Interacts with team members and systems engineering to restore services and identify core problems.

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Washington, DC, US

Salary: $65,000.00 Annually

Duties and Responsibilities:

• Provides Tier II technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve third-tier technical support issues for end-users of the organization's products and services
• Extensive knowledge of field
• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary
• Supports users by fulfilling individual requests for information and/or training on various systems available
• Conducts technical research for sources of information required in support of request for information related to ongoing programs
• Interacts with other team members, systems engineering to restore services and/or identify and correct the core problem
• New hires must have or complete the required certification (e.g., Security+ or equivalent) within 90 daysof their start date.
• Security+ or equivalentis required upon hire for Tier 2, Tier 3, and technical roles.

Qualifications

Education and Years of Experience:

• Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, as well as increases integration of services delivered, and researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: Not required for this position.