IT Help Desk Support Specialist II
US-TX
External
Req #: 9263
Type: Full Time W/Benefits Ret Match
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Overview: We are a leading IT Consulting Firm specializing in IT modernization, cloud services, cybersecurity, engineering, fielding, training, and program support services for U.S. government agencies and major commercial organizations. We are seeking a highly skilled and dedicated Tier 2 IT Help Desk Support Specialist to join our team. The ideal candidate will provide top-notch technical support to our employees, ensuring smooth and efficient operation of our IT infrastructure. Responsibilities: * Technical Support: Provide Tier 2 support for Windows, Office 365, Azure and OneLogin issues. Troubleshoot and resolve hardware and software problems for internal staff and clients. Experience with on-call rotations. * Incident Management: Respond to and manage tickets escalated from Tier 1 support, ensuring timely resolution and proper documentation. * User Training: Provide training and support to end-users to enhance their ability to use IT systems efficiently and effectively. * Documentation: Create and maintain detailed documentation of IT issues, resolutions, and processes to ensure a knowledge base for future reference. * Collaboration: Work closely with other IT team members to identify, analyze, and resolve complex technical issues. * Security: Ensure adherence to cybersecurity policies and practices to safeguard company data and systems. * Project Support: Assist with IT-related projects, including system upgrades, migrations, and implementations. * Customer Service: Ensure timely and professional communication with end-users, providing updates and resolutions to support requests and maintain a high level of customer satisfaction by prioritizing and resolving issues effectively. This position will be remote but will require travel to client site in Houston a minimum of once per week. Responsibilities: * Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred. * Experience: 3+ years of IT support experience, with at least 1 year in a Tier 2 role, preferably within an IT consulting or similar environment. * Technical Skills: Proficiency in Windows environments, Office 365 Admin, Azure and OneLogin. Strong troubleshooting and problem-solving skills. * Communication: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users. * Customer Service: Strong customer service orientation with a focus on providing high-quality support and ensuring user satisfaction. * Certifications: Relevant IT certifications - CompTIA Sec+ is preferred. * Adaptability: Ability to work in a fast-paced environment and manage multiple tasks simultaneously. * Team Player: Ability to work effectively as part of a team and collaborate with colleagues across the organization. * Able to acquire and maintain a Security Clearance. Qualifications: * Desirable is Information Technology Infrastructure Library (ITIL) fundamentals. * Experience with the ServiceNow platform * Candidates must demonstrate the capability to collaborate and independently learn new technologies to be successful.
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