TekSynap is currently seeking a Deskside Tier 2 Technician to join their team in supporting the FDA in Silver Spring, MD. This position involves providing IT support for over 22,000 customers worldwide, diagnosing and resolving hardware and software issues, and using remote assistance when necessary. The technician will also be responsible for creating and closing tickets in ServiceNow, escalating complex problems to Tier 2 and Tier 3, and researching solutions using available resources. Additionally, they will provide software and hardware support, follow standard operating procedures, and assist in the creation and maintenance of SOPs. This is a full-time position that requires a professional attitude, excellent problem-solving skills, and the ability to handle multiple priorities in a fast-paced environment. A valid U.S. driver’s license and Microsoft Office Specialist certification are also required.
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Responsibilities & Qualifications
Provide IT support for over 22,000 worldwide customers
As a Deskside Tier 2 Technician, one of the key responsibilities is to provide IT support to more than 22,000 customers globally. This support includes diagnosing and resolving both hardware and software issues that customers encounter. Effective troubleshooting and problem-solving skills are essential in order to effectively assist customers and provide solutions to their technical issues.
Use remote assistance to assist customers
The role of a Deskside Tier 2 Technician involves using remote assistance tools to provide support to customers. This is particularly useful when the customer’s PC is connected to the network. Through remote assistance, technicians are able to access the customer’s computer and provide real-time guidance and troubleshooting steps to address the technical issue at hand.
Tickets are created, modified, and closed in ServiceNow
To ensure efficient and organized support, tickets for customer support are created, modified, and closed in ServiceNow. This ticketing system helps track the progress of each support case, ensuring that all customer issues are addressed in a timely manner. The Deskside Tier 2 Technician is responsible for managing these tickets and providing updates and resolutions to customers.
Research questions using IT Help Desk knowledge base
In order to effectively address customer queries and issues, Deskside Tier 2 Technicians need to use the IT Help Desk knowledge base to research and find answers. The knowledge base contains an extensive collection of information and solutions to common technical problems. By leveraging this resource, technicians can provide accurate and reliable assistance to customers.
Install, configure, troubleshoot, diagnose, and repair software
Another important responsibility of a Deskside Tier 2 Technician is to install, configure, troubleshoot, diagnose, and repair software. This includes both application and utility software. Technicians are expected to have a strong understanding of software systems and be able to navigate through complex technical challenges to provide effective solutions.
Remotely configure, troubleshoot, and diagnose hardware
In addition to software support, Deskside Tier 2 Technicians are also responsible for remotely configuring, troubleshooting, and diagnosing hardware. This includes desktops, laptops, mobile devices, and peripherals such as printers and scanners. Technicians must have a deep understanding of hardware systems and be able to identify and address hardware issues remotely.
Assist with COOP exercises and events
Deskside Tier 2 Technicians are also involved in assisting with COOP (Continuity of Operations) exercises and events. This may include providing technical support for events or drills that test the organization’s ability to continue operations during emergencies or disruptions. Technicians play a crucial role in ensuring the smooth functioning of IT systems during such exercises.
Follow existing Standard Operating Procedures
To maintain consistency and quality in their work, Deskside Tier 2 Technicians are expected to follow existing Standard Operating Procedures (SOPs). These procedures outline the best practices and guidelines for providing IT support. By adhering to SOPs, technicians can ensure that their work meets the organization’s standards and best serves the needs of customers.
Assist in the creation and maintenance of SOPs
Deskside Tier 2 Technicians are not only expected to follow existing SOPs, but also contribute to their creation and maintenance. This involves actively identifying areas for improvement in existing procedures and providing valuable insights and suggestions to enhance the efficiency and effectiveness of support processes.
Provide guidance to junior technicians
As experienced professionals, Deskside Tier 2 Technicians are also responsible for providing guidance to junior technicians. This involves answering their questions, sharing knowledge and expertise, and helping them develop their technical skills. By mentoring and supporting junior technicians, experienced professionals contribute to the overall growth and development of the team.
REQUIRED QUALIFICATIONS
3 years of IT support work experience OR experience with the FDA Environment
To qualify for the role of a Deskside Tier 2 Technician, candidates must have a minimum of 3 years of IT support work experience. Alternatively, candidates with experience in the FDA Environment are also eligible for the position. This experience provides the necessary foundation and familiarity with IT support processes and requirements.
Excellent customer service skills and documentation experience
Exceptional customer service skills are crucial for a Deskside Tier 2 Technician. They must be able to effectively communicate with customers, understand their needs, and provide timely and accurate solutions. Additionally, documentation experience is essential as technicians are responsible for documenting their interactions with customers and the resolutions provided.
Strong problem-solving skills and understanding of hardware and applications
Deskside Tier 2 Technicians must possess strong problem-solving skills to effectively address the technical issues that customers encounter. This includes the ability to analyze problems, identify root causes, and apply appropriate solutions. Additionally, technicians should have a solid understanding of hardware systems and applications to troubleshoot and resolve related issues.
Knowledge of troubleshooting Windows, Microsoft Office, mobile devices, and printers
Proficiency in troubleshooting various technology platforms is a requirement for the role of a Deskside Tier 2 Technician. This includes troubleshooting Windows operating systems, Microsoft Office applications, mobile devices, and printers. Familiarity with the common issues that can arise in these platforms is essential for providing efficient and effective support.
Professional attitude, company focus, and work ethic
Maintaining a professional attitude, prioritizing company goals, and demonstrating strong work ethic are essential qualities for a Deskside Tier 2 Technician. Technicians must approach their work with professionalism, ensuring that customer needs are met and that they uphold the values and standards of the organization.
Ability to handle multiple priorities in a fast-paced environment
Deskside Tier 2 Technicians must have the ability to handle multiple priorities in a fast-paced environment. They should be able to effectively manage their time and resources to meet the demands of their role. Being able to prioritize tasks and adapt to changing circumstances is crucial for success in this position.
Ability to perform shift work
The role of a Deskside Tier 2 Technician may require performing shift work. This includes working outside of regular business hours, such as evenings, nights, weekends, and holidays. Candidates must be able to accommodate these shift schedules and be available to provide support during non-standard working hours.
Valid U.S Driver’s License
A valid U.S Driver’s License is a mandatory requirement for the role of a Deskside Tier 2 Technician. This is necessary in case technicians need to travel to customer locations to provide on-site support. The license ensures that technicians can fulfill their job responsibilities effectively and efficiently.
Microsoft Office Specialist certification
Possessing a Microsoft Office Specialist (MOS) certification is a requirement for candidates applying for the role of a Deskside Tier 2 Technician. This certification demonstrates proficiency in one or more Microsoft Office applications, such as Access, Excel, PowerPoint, or Outlook. It showcases the technician’s expertise in these applications and their ability to provide comprehensive support.
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Overview
We are currently seeking a Deskside Tier 2 Technician to join our team in support of the FDA in Silver Spring, MD. As a subcontractor to Human Touch, TekSynap provides end user support to the FDA, including both Tier 1 and Tier 2 help desk support. The support provided encompasses both hardware and software diagnostics and resolution, as well as telecom and networking troubleshooting. This support is available 24 hours a day, 7 days a week, 365 days a year, ensuring that customer needs are met at all times. TekSynap is a high-tech company specializing in information management, and we strive to provide comprehensive and efficient support to our Federal Government customers.
Job Environment and Physical Demands
The work environment for the Deskside Tier 2 Technician role is an office environment with a medium noise level. The schedule typically consists of day shifts from Monday to Friday, with on-call services required. Additionally, there may be travel requirements to customer locations to provide on-site support. The physical demands of the job include hand usage, mobility, and the ability to lift up to 50 pounds. It is important for candidates to be aware of and comfortable with these environmental and physical demands.
Work Authorization/Security Clearance
Candidates applying for the Deskside Tier 2 Technician role must be U.S. citizens and must be able to obtain a Public Trust security clearance. This clearance is necessary to ensure compliance with security protocols and to protect sensitive information.
Other Duties
Candidates should be aware that the job description for the Deskside Tier 2 Technician role may change over time. As IT systems and requirements evolve, the responsibilities and qualifications for the position may be adjusted to accommodate these changes.
Equal Employment Opportunity
TekSynap is committed to providing equal employment opportunities to all individuals. Employment decisions are based on merit, qualifications, and abilities. The company does not discriminate against any person based on protected status, including race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information, or any other characteristic protected by law. The company offers reasonable accommodations for individuals with disabilities and ensures that all employment actions, including promotions, compensation, benefits, and termination, are conducted in a fair and non-discriminatory manner.
Apply
To apply for the Deskside Tier 2 Technician role, candidates can visit the TekSynap website and follow the application process provided.
IT Security Engineer
There is currently an opening for an IT Security Engineer position in Silver Spring, Maryland. This role offers an exciting opportunity to work in the field of IT security and contribute to the protection of information and systems. The IT Security Engineer will be responsible for implementing and maintaining security measures, conducting security assessments and audits, and responding to security incidents. This position requires strong technical skills and a deep understanding of security best practices.
IT Security Specialist
Another job opening in Silver Spring, Maryland is for an IT Security Specialist. This role involves ensuring the security of information systems, networks, and data. The IT Security Specialist will be responsible for conducting security assessments, implementing security controls, and responding to security incidents. Strong knowledge of security principles and technologies is required for this position.
In conclusion, the role of a Deskside Tier 2 Technician is demanding yet rewarding. The responsibilities include providing IT support, troubleshooting both hardware and software issues, following established procedures, and mentoring junior technicians. The required qualifications encompass experience in IT support, excellent customer service skills, problem-solving abilities, and knowledge of various technologies. Candidates should also be aware of the work environment, physical demands, and security clearance requirements. TekSynap provides equal employment opportunities and is committed to the professional growth and development of its employees. If you are interested in joining TekSynap as a Deskside Tier 2 Technician or in exploring other IT security positions, visit the TekSynap website to apply.
