Tier II Helpdesk Technician – On-Site DC Support

The Green Technology Group; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

The Green Technology Group (TGTG) is seeking a Tier II Helpdesk Technician for the VA IT Help Desk in Washington, DC. The role focuses on end-user support, remote administration, and desktop repair, with some on-site visits.

Requires a Bachelor’s degree and Cisco Telecom experience; strong customer service, communication, and problem-solving skills are essential. Candidates must meet the security clearance requirement; veterans are encouraged to apply.

Qualifications

• 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.

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

Skills

Customer service

Communication

Organizational skills

Troubleshooting

Independent work

Overtime

Education

Bachelor’s degree

Tools

Cisco Telecom

MS Office

VPN

MS SharePoint

Printers

Networks

Job description

The Green Technology Group (TGTG) is seeking a Tier II Helpdesk Technician for the VA IT Help Desk in Washington, DC. The role focuses on end-user support, remote administration, and desktop repair, with some on-site visits.

Requires a Bachelor’s degree and Cisco Telecom experience; strong customer service, communication, and problem-solving skills are essential. Candidates must meet the security clearance requirement; veterans are encouraged to apply.