Tier II Desktop Support

Business Operational Concepts, LLC • Boyers, PA • 2d ago

Business Operational Concepts (BOC) is a recognized leader in providing Technical and Program Management Services, Information Technology, and Support.

BOC has enabled their Government and Commercial clients to achieve their organizational initiatives through the application of high quality, innovative, and cost-effective professional services and solutions. We provide a positive working environment, with opportunities for advancement in our growing Federal sector workforce.

We offer an excellent compensation package which includes a generous salary, insurance (medical, dental, etc.), paid leave, 401k plan and more. We are committed to the diversity we bring to the marketplace and believe customer satisfaction comes first.

JOB SUMMARY:

Business Operational Concepts (BOC) is currently seeking a Tier II Desktop Support to work with our government client. The ideal candidate will work with other Tier II team members to assist in resolving users' incidences escalated by the Tier 1 Team.

DUTIES AND RESPONSIBILITIES:

Provide Desktop Support services to the government user community.

Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.

Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.

Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing SCCM or by desk-side visits.

Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.

Contact users via email and by phone when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.

Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.

Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.

Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.

Perform tasks provided in the Incident Management Plan to resolve incidents and requests.

Perform tasks provided in the Problem Management Plan to resolve reoccurring incidents.

Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.

High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 7 and 10.

High-level knowledge of Office 2007/2010, especially, Word, Excel and Outlook.

Deploy hardware and software to fulfill user requests.

Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.

Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.

Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management. Information provided shall include, but is not limited to, new location of user and replacement of hardware/software.

Create and/or revise Standard Operating Procedures (SOP).

Answer phone calls when directed by the Tier 2 Lead Manager during peak hours and when call volumes are high.

Assist with evaluating/testing new technologies for the agency.

Travel between field site office(s) to provide assistance, as needed

QUALIFICATIONS:

Required (Minimum) Qualifications -- Education, Certification, Experience, and Skills

1-2 years' experience in technical Help Desk environment.

1-2 years' experience working within an Active Directory environment

1-2 years' experience introubleshooting issues with Windows XP operating system

1-2 years' experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)

1-2 years' experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry

6 Months-1 Year experience with Windows 7.

Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable

Experience with hardware components such as hard drives, power supplies, and motherboards.

Excellent oral and written communication skills.

Excellent phone etiquette.

Strong technical aptitude including excellent troubleshooting skills.

Ability to work with users that have limited technical knowledge.

Ability to instruct users utilizing verbal communication.

Ability to work in a fast-paced, dynamic environment.

Ability to interface with all levels of management.

Excellent time management, scheduling, and organizational skills.

Ability to work well independently or in a team setting.

Attention to detail.

High degree of patience.

Preferred Qualifications -- Education, Certification, Experience, Skills, Knowledge, and Abilities

Experience Help Desk ticketing systems such as Remedy and Heat

Experience using remote tools to resolve user issues, such as SCCM and Remote Desktop

Understanding of ITIL methodologies such as Incident and Problem Management

MCP,

MCDST,

A+,

Network+,

HDI Support Center/Desktop Support Analyst

ITIL Foundations V3 or V4

MS Office certifications

Business Operational Concepts, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact the Human Resources Department via email at HR@boc.us.com or by phone at 301-359-1721.

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