Tier 3 Agent

Logistics Systems Inc; Washington (District of Columbia); On-site; USD 65,000 - 75,000; Full time

Job summary

Logistics Systems Inc. in Washington, DC is seeking an IT specialist to join our Tier II support team. You will diagnose and resolve software, hardware, and network issues for clients, guiding users through solutions and escalating when needed.

Qualifications include leadership of IT teams for clients, staying current with market technologies, and the ability to design cost-effective solutions. Security+ or equivalent certification is required within 90 days of start date.

Qualifications

• Leads other subject matter experts of the IT technology team for specific customers.
• Evaluates design and architecture issues and increases integration of services.
• Researches current market technologies to design cost-effective solutions.

Responsibilities

• Provides Tier II technical software, hardware, and network problem resolution for clients by diagnosing and guiding users.
• Guides users through step-by-step solutions or escalates to solve complex issues.
• Works on moderately difficult assignments requiring judgment to resolve issues.
• Uses automated systems to analyze routine situations and prioritize requests.
• Reviews incoming requests, codes and prioritizes actions for proper handling.
• Resolves problems or consults more senior staff as needed.
• Supports users by fulfilling information and training requests on systems.
• Conducts technical research for information required for ongoing programs.
• Collaborates with team members to restore services and identify root causes.

Skills

Tier II support

Leadership

Networking knowledge

Education

Bachelor's degree in IT or related field

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

9 days ago Requisition ID: 1174

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.