Tier 1/Service Desk Tech
Position: Tier 1/2 Service Desk Tech JOB TITLE: IT Service Desk - Tier 1/2 LOCATION : 100% Remote CLEARANCE REQUIREMENTS : Eligible for Security Clearance (Requires US Citizenship) PURPOSE OF JOB The highly motivated individual will be responsible for being the first contact for our customers which include conservative organizations, candidates, staffs and non-profits. This individual will help ascertain the nature of the issue, resolve issues where possible, and escalate to the appropriate work group, as necessary. This is an excellent opportunity future IT practitioners interested in gaining experience and involvement in Republican politics. KEY RESPONSIBILITIES • Provide advanced problem resolution for Level 1 problems as escalated • Determine the functional area of the problem being reported, e.g. hardware, software, network • Deploy devices to end users, assist with basic enterprise-level account creation, configuration and troubleshooting • When special or unique situations warrant – contact the appropriate vendors or service providers • Make periodic office walk-throughs to provide ad hoc support, answer questions, re-stock IT supplies • Perform incident analysis to determine possible cause and potential fix • Update assigned tickets and continuously coordinate necessary work • Document status updates and communicate to necessary parties • Provide follow-up to the user on the status of the problem until resolution • Verify problem resolution prior to closure • Escalate the problem as required • Ensure all systems and infrastructure are running optimally • Provide hands-on system service desk support, system maintenance and operations support for both internal and external customers • Support end user software and hardware enhancements and technical problems; build, configure • Troubleshoot software and hardware enhancements, application deployments and infrastructure up-grades • Engage with customers in a friendly and professional manner while actively listening to their issues • Offer support and solutions to customers in accordance with the company's customer service policies REQUIRED WORK EXPERIENCE • 1-2 years of service desk or desktop support experience or other relevant customer service industries including retail, hospitality or entertainment • Familiarity with Tier 1 and 2 services and desk side support • Familiarity working in an Information Technology Service Management (ITSM) environment with Service Level Agreements (SLAs) • Ability to manage and troubleshoot common Windows and Office 365 issues, especially related to account setup, O365 installs and license assignments, and Active Directory (AD) • Understanding of systems patching and vulnerability detection/management • High proficiency with troubleshooting Windows Operating Systems (Vista/7/8) as well as Mac, iPad, and iPhone products • Experience with PC Imaging, operating system and application updates • Basic Active Directory experience/knowledge highly desirable • Excellent oral and written communication skills • Excellent attention to detail • The ability to apply logical thinking and problem solving skills • The ability to work in a team environment • The ability to work in a fast-paced, very conservative office environment MINIMUM EDUCATION REQUIRED High school degree or higher and experience in a related field mentioned above. PHYSICAL REQUIREMENT STATEMENT • Must be able to lift up to 25 pounds and setup workstations under desks, etc. • Must be able to install rack mount servers, UPS’ and cable plant This position profile incorporates the core responsibilities of the job. It is recognized that other related duties not specifically mentioned may also be performed, and that not all responsibilities may be carried out depending on operational needs. Nothing in this profile restricts management’s rights to assign or reassign duties and responsibilities to this job at any time. #J-18808-Ljbffr Apply tot his job