Tier II Helpdesk Technician

The Green Technology Group, LLC; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

The Green Technology Group, LLC (TGTG) is seeking a Tier II Helpdesk Technician to join the VA IT Help Desk in Washington, D.C. This full-time on-site role supports end users with hardware, software, and network issues, providing remote administration and on-site visits as needed.

The ideal candidate has strong customer service, problem-solving skills, and experience with MS Office, VPN, SharePoint, and Cisco telephony; a Bachelor's degree is required or equivalent experience, with the ability

Qualifications

• Minimum Bachelor’s Degree; 8 years of additional relevant experience may substitute.
• Cisco Telecom experience preferred.
• Experience supporting IT across multiple work sites.
• Proficient with MS Office, VPN, SharePoint, printers and networks.
• Strong customer service and written/spoken communication.

Responsibilities

• Respond to end-user requests promptly and diagnose issues.
• Provide remote administration and troubleshooting of end-user challenges.
• Repair desktop systems and peripheral devices.
• Maintain ticket SLAs and high customer satisfaction.
• Assist with inventory and create/update standard operating procedures.
• Occasionally visit sites in Washington, D.C. for resolution.

Skills

Customer service

Communication

Troubleshooting

Desktops & laptops

Independent work

Education

Bachelor’s Degree

Tools

Cisco Telephony

MS Office

VPN

SharePoint

Printers

Networking

Cisco Jabber

Cisco Finesse

Job description

Tier II Helpdesk Technician
Location: On Site – Washington, D.C
Type: Full Time
Minimum Experience: Experienced
Security Clearance Level: Clearable
*The clearance level stated above must be met for consideration for this specific opportunity. Unfortunately, TGTG is unable to sponsor at this time.
Military Veterans and individuals with disabilities areencouraged to apply!
The Green Technology Group, LLC (TGTG) is seeking a talentedHelpdesk Technician
Essential Duties & Responsibilities Description:

The Office of Resolution Management (ORM) is seeking a Tier 2 Technician to serve as a technician on a United States Department of Veterans Affairs (VA) Information Technology Help Desk. The Customer Service Engineer quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs. Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues. The Customer Service Engineer must have experience supporting end users to resolve a range of technical issues. The candidate will be responsible for providing remote administration and troubleshooting of end users challenges and be adept at repairing desktop system and peripheral devices issues. Some tickets require office visits in Washington, D.C. for resolution. Experience with Microsoft Office applications, and experience working in an office setting are critical skills as well as the ability to assist end users on frequently asked technical issues. The candidate will operate under the supervision of the Help Desk Lead, and be professional with extreme attention to communication, detail, and patience. This is a full-time position located in Washington, D.C. Veterans are encouraged to apply

Responsibilities:

• Maintain a wide range of hardware and network technology devices
• Resolve IT issues in a high volume, fast paced environment
• Maintain a 95% or higher Customer Satisfaction Survey results
• Available for nights and weekend support during critical backup/coverage periods
• Coordinate the use of multiple ticketing systems and continuously monitor Help Desk queues to manage workload
• Provide end-user assistance throughout the entire lifecycle of ticket
• Creating & maintaining Standard Operating Procedures at a high level
• Ensure tickets are responded to in accordance with SLA contact and resolution timeframes
• Assist with inventory assessment and ensure 96% - 100% tracking accuracy
• Report Hardware Inventory every quarter for client.
• Analyze, report, and clearly present metrics on daily Help Desk ticket logs, and provide corrective action as required
• Clearly articulate Help Desk accomplishments and upcoming activities to management and client
• Assist users with Cisco Telecom usage issues to include Jabber and Finesse

Required Skills & Experience

• Minimum Bachelor’s Degree (8 years of additional relevant experience may be substituted for education)
• Cisco Telecom experience preferred
• Experience providing IT support to multiple work sites
• Experience with MS Office, VPN, MS SharePoint, printers, Networks
• Excellent customer service, communication and organizational skills are required
• Demonstrable troubleshooting and problem resolution skills for Desktops and Laptops
• Ability to work independently with minimal direction providing technical and non-technical support to multiple users
• Ability to work overtime required on occasion
• Ability to sit at a workstation for long periods of time
• Able to lift, carry, move, load and unload heavy objects (up to 50 pounds)
• Strong communication skills both verbal and written skills to develop technical documentation.
• Dedicated commitment to service and quality user experience.

Revised 3/2025