Help Desk Technician - Tier 2 (MSP)

Help Desk Technician, Tier 2, provides support from our Dulles, Virginia headquarters, fielding incidents via phone and email, resolving Tier 2 issues, and passing requests on to Tier 3 technicians.

Requirements

• Identifies, diagnoses, and resolves Tier 2 incidents for users of personal computer software and hardware, local network, the Internet, and new computer technology in a call center environment
• Communicates solutions to end-users
• Delivers, tags, set up, and assists in configuring end-user PC desktop hardware, software, and peripherals
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and third-party application problems
• Coordinates timely repair of PC equipment covered by third-party vendor maintenance agreements
• Performs minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements
• Create detailed technical documentation for resolutions of issues
• Enters and tracks all time and keeps all documentation up to date in PSA Platform in real time
• Identifies, documents and escalates all Tier 3 incidents in a timely manner

Benefits

• 401K
• PPO healthcare
• dental
• vision
• paid vacation