The article highlights a job opening for a Deskside Tier 2 Technician with TekSynap, a company that provides IT support for over 22,000 customers worldwide. The Technician will be responsible for diagnosing and resolving hardware and software issues, providing remote assistance, and escalating problems to higher tiers when needed. They will also be involved in software installation, configuration, troubleshooting, and repair, as well as system hardware and peripheral support. The job requires excellent customer service skills, problem-solving abilities, and the ability to work in a fast-paced environment. Additionally, the Technician must have a valid driver’s license, be able to obtain a Public Trust security clearance, and hold a Microsoft Office certification. Overall, TekSynap is seeking a skilled professional to join their team and support the FDA in Silver Spring, MD.
Read more about the Job you will love
Responsibilities & Qualifications
Provide IT support for over 22,000 worldwide customers
As a Deskside Tier 2 Technician at TekSynap, one of the main responsibilities is to provide IT support to over 22,000 worldwide customers. This involves diagnosing and resolving hardware and software issues that customers may be experiencing. The technician must have excellent problem-solving skills and a broad understanding of relationships between hardware and applications in order to effectively troubleshoot and resolve these issues.
Use remote assistance to assist customers
For customers whose PCs are connected to the network, the technician uses remote assistance to provide support. This allows the technician to remotely access the customer’s computer and assist in troubleshooting and resolving any issues they may be facing. It is important for the technician to have strong communication skills to effectively guide the customer through the troubleshooting process.
Create, modify, and close tickets in ServiceNow
In order to keep track of customer issues and requests, the technician is responsible for creating, modifying, and closing tickets in ServiceNow, an IT service management platform. This helps to ensure that all customer inquiries are properly documented and tracked for resolution. Attention to detail and strong documentation skills are essential for this task.
Research questions using available information resources
The technician must be able to research questions and issues using the available information resources, including an IT Help Desk knowledge base. This requires strong research and problem-solving skills to effectively find the information needed to resolve customer inquiries.
Install, configure, troubleshoot, diagnose, and repair software
Another important responsibility of the Deskside Tier 2 Technician is to install, configure, troubleshoot, diagnose, and repair software. This includes upgrading or reinstalling application software, utility software, and FDA procured/developed standard system software. The technician must have a strong understanding of software installation and troubleshooting processes to effectively perform these tasks.
Remotely configure, troubleshoot, and diagnose hardware
The technician is also responsible for remotely configuring, troubleshooting, and diagnosing hardware. This includes desktop/laptop systems, mobile devices, and peripherals such as printers and scanners. Strong technical knowledge and problem-solving skills are necessary to effectively diagnose and resolve hardware issues remotely.
Assist with COOP exercises and events
The Deskside Tier 2 Technician is expected to assist with COOP (Continuity of Operations) exercises and events. This may involve providing support for backup and recovery processes, as well as participating in exercises to ensure that IT systems can continue to operate during emergencies or disasters. The technician must be able to adapt to changing priorities and work effectively in high-pressure situations.
Follow existing Standard Operating Procedures (SOPs)
To maintain consistency and efficiency in IT support processes, the technician is responsible for following existing Standard Operating Procedures (SOPs). These SOPs outline the steps and protocols for various IT support tasks and ensure that all technicians are following best practices. Attention to detail and adherence to protocols are important for maintaining the quality of IT support services.
Assist in the creation and maintenance of SOPs
In addition to following existing SOPs, the technician may also be involved in the creation and maintenance of SOPs. This may include documenting new processes, updating existing procedures, and collaborating with team members to improve and streamline IT support workflows. Strong documentation skills and attention to detail are necessary for this task.
Assist junior technicians
As a more experienced technician, the Deskside Tier 2 Technician is expected to assist junior technicians with any questions they may have. This may involve providing guidance, sharing knowledge and best practices, and helping to troubleshoot complex issues. Strong interpersonal and communication skills are important for effectively assisting and mentoring junior technicians.
Required Qualifications
3 years of IT support work experience or FDA experience
To qualify for the position of Deskside Tier 2 Technician, candidates need to have at least 3 years of IT support work experience or experience working with the FDA (Food and Drug Administration) environment. This ensures that candidates have a strong foundation in IT support processes and are familiar with the specific needs and requirements of the FDA.
Excellent customer service and documentation skills
Strong customer service skills and the ability to communicate effectively with customers are essential for this role. The technician must be able to understand and empathize with customer issues, and provide timely and accurate solutions. Additionally, excellent documentation skills are important for accurately recording customer inquiries and tracking the resolution of issues.
Strong problem-solving skills
The Deskside Tier 2 Technician must have strong problem-solving skills to identify and resolve hardware and software issues. This includes the ability to analyze complex problems, evaluate potential solutions, and implement effective troubleshooting methods. A logical and systematic approach to problem-solving is necessary in order to provide efficient and effective IT support.
Knowledge of troubleshooting various software and hardware
A comprehensive knowledge of troubleshooting various software and hardware is required for this role. The technician should be familiar with common issues and challenges that can arise with different software applications, operating systems, and hardware components. This knowledge is essential for accurately diagnosing and resolving customer issues.
Professional attitude and strong work ethic
A professional attitude and strong work ethic are important qualities for the Deskside Tier 2 Technician. The technician should have a professional demeanor in all customer interactions, and maintain a high level of professionalism and integrity in their work. A strong work ethic, including reliability, punctuality, and a commitment to excellence, is necessary to perform the job duties effectively.
Ability to handle multiple priorities
The Deskside Tier 2 Technician may be responsible for handling multiple priorities and tasks simultaneously. The ability to effectively manage time, prioritize tasks, and multitask is essential in order to meet customer needs and maintain productivity in a fast-paced environment. Strong organizational and time management skills are necessary for success in this role.
Shift work requirement
The technician should be able to work in a shift-based schedule, as this role may require working during different hours of the day or night. Flexibility and adaptability to changing schedules and work hours are necessary to meet customer support needs.
Valid U.S Driver’s License
A valid U.S Driver’s License is required for this position, as there may be a need for the technician to travel to customer locations as part of their job duties. The ability to safely operate a motor vehicle and maintain a valid driver’s license is necessary for this requirement.
Microsoft Office Specialist (MOS) certification
Candidates for the position of Deskside Tier 2 Technician must have a Microsoft Office Specialist (MOS) certification. This certification demonstrates proficiency in using Microsoft Office software, including programs such as Access, Excel, PowerPoint, or Outlook. The certification should be obtained within 30 days of hire if not already possessed.
Read more about the Job you will love
Overview
Deskside Tier 2 Technician at TekSynap
The role of the Deskside Tier 2 Technician at TekSynap is to provide IT support to customers, diagnose and resolve hardware and software issues, and assist with COOP exercises and events. The technician is responsible for following existing SOPs, assisting in the creation and maintenance of SOPs, and providing support to junior technicians. The position is based in Silver Spring, MD.
Supporting the FDA in Silver Spring, MD
The Deskside Tier 2 Technician provides IT support to the FDA in Silver Spring, MD. The technician assists in diagnosing and resolving hardware and software issues, performs remote assistance for customers, and ensures that tickets are properly created, modified, and closed in ServiceNow. The position requires knowledge of troubleshooting various software and hardware, as well as a professional attitude and strong work ethic.
Providing end user support
One of the main responsibilities of the Deskside Tier 2 Technician is to provide end user support. This involves diagnosing and resolving hardware and software issues faced by customers. The technician uses remote assistance to assist customers whose PCs are connected to the network. Tickets are created, modified, and closed in ServiceNow, and research is conducted using available information resources.
24/7 support available
The Deskside Tier 2 Technician at TekSynap provides 24/7 support to customers. This ensures that customers have access to IT support at any time, day or night. The technician may be required to work in shift schedules to meet the round-the-clock support needs of customers.
Work Environment and Physical Demands
Office environment with medium noise level
The work environment for the Deskside Tier 2 Technician is primarily an office environment. This environment may have a medium noise level, which can be attributed to the presence of various IT equipment and activities. The ability to work in an environment with some level of background noise is necessary for this role.
Day shift schedule with on-call services
The Deskside Tier 2 Technician typically works in a day shift schedule, Monday to Friday. The shift is an eight-hour shift between the hours of 7:00 a.m. to 6:00 p.m. local time. However, on-call services may be required beyond the regular shift hours, including evenings, weekends, and federal holidays. This ensures that customers have access to support services outside of regular business hours.
Possible travel to customer locations
As part of their job duties, the Deskside Tier 2 Technician may need to travel to customer locations. This is to provide on-site support and assistance, especially in cases where remote assistance may not be sufficient. The ability to travel within a designated area or region is required for this role.
Physical demands include lifting and mobility
The physical demands of the Deskside Tier 2 Technician role include lifting and mobility. The technician may be required to lift objects weighing up to 10 pounds regularly, and up to 25 pounds and 50 pounds occasionally. Additionally, the technician may be required to engage in physical activities such as standing, walking, sitting, climbing, stooping, kneeling, and crawling. Physical mobility is necessary to perform the essential functions of the job.
Work Authorization/Security Clearance
U.S citizen
Candidates for the Deskside Tier 2 Technician position must be U.S citizens. This ensures compliance with work authorization requirements in the United States. Only candidates who have the legal right to work in the U.S will be considered for this position.
Public Trust security clearance required
A Public Trust security clearance is required for the Deskside Tier 2 Technician role. This is to ensure compliance with security requirements in providing IT support to the FDA. The technician must be able to successfully obtain this security clearance to be eligible for the position.
Other Duties
Job description is not comprehensive
The job description provided for the Deskside Tier 2 Technician role is not comprehensive and may not cover all activities, duties, or responsibilities that are required for the position. It is important to note that the job duties may vary and may change over time based on the needs and priorities of the organization.
Duties and responsibilities may change
As with any position, the duties and responsibilities of the Deskside Tier 2 Technician may change over time. This may be due to changes in technology, organizational needs, or industry trends. Flexibility and adaptability are important qualities for the technician to effectively navigate and meet changing job requirements.
Equal Employment Opportunity
Employment decisions based on merit
TekSynap is committed to providing equal employment and advancement opportunities to all individuals. Employment decisions, including hiring, promotions, and compensation, are based on merit, qualifications, and abilities. This ensures that all candidates and employees are treated fairly and without bias.
No discrimination based on protected status
TekSynap does not discriminate against any person based on their protected status. This includes 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 is dedicated to creating an inclusive and diverse work environment that respects and values all individuals.
Reasonable accommodation for individuals with disabilities
TekSynap is committed to providing reasonable accommodation to individuals with disabilities. If an applicant or employee requires assistance or accommodation during the application process or while performing job duties, they are encouraged to contact hr@teksynap.com for assistance. The company strives to ensure that individuals with disabilities have equal access to job opportunities and can perform their job duties effectively.
About TekSynap
Fast growing high-tech company
TekSynap is a fast-growing high-tech company that specializes in providing comprehensive information management solutions. The company understands the fast-paced nature of technology and the importance of implementing effective information management strategies to meet the needs of its federal government customers.
Comprehensive information management environment
TekSynap aims to create a comprehensive and well-planned information management environment for its clients. This involves utilizing the best that information technology has to offer in order to meet the business needs of federal government customers. TekSynap takes pride in its ability to adapt to rapidly changing technology and provide innovative solutions to its clients.
Competitive benefits package
TekSynap offers its full-time employees a competitive benefits package. This includes health, dental, and vision insurance, a 401K retirement plan, life insurance, short-term and long-term disability plans, and vacation time and holidays. The company recognizes the importance of providing comprehensive benefits to ensure the well-being and satisfaction of its employees.
Employee safety and health a top priority
At TekSynap, employee safety and health are top priorities. The company prioritizes creating a safe and healthy work environment for all employees. This includes complying with any contractually mandated Federal COVID-19 requirements and implementing measures to protect the well-being of employees. TekSynap is committed to maintaining a workplace that promotes employee well-being and ensures a high standard of safety.
Apply Now
Consent to receive text messages regarding interview and employment status
By applying for a position at TekSynap, candidates provide consent to receive text messages regarding their interview and employment status. This allows the company to provide timely updates and communicate important information to candidates. Candidates have the option to opt out of text messaging by responding “STOP” at any time.
Text ‘STOP’ to opt out of text messaging
Candidates who wish to opt out of receiving text messages can do so by texting “STOP” to the provided contact information. TekSynap respects the preferences of candidates and ensures that their communication preferences are honored.
Additional Job Information
Competencies required
Competencies required for the Deskside Tier 2 Technician role include establishing focus, change management, developing others, oral and written communication, interpersonal awareness, building relationships, analytical thinking, conceptual thinking, strategic thinking, technical expertise, initiative, fostering innovation, results-oriented, teamwork, and customer service. These competencies ensure that the technician has the necessary skills and qualities to effectively perform the job duties.
Overview of work environment and physical demands
The work environment for the Deskside Tier 2 Technician is an office environment with a medium noise level. This requires the technician to work effectively in an environment with some level of background noise. The work schedule includes day shifts with on-call services, and the technician may be required to travel to customer locations as needed. The physical demands of the position include lifting objects of various weights and engaging in physical activities such as standing, walking, and kneeling.
Work authorization and security clearance information
To be eligible for the Deskside Tier 2 Technician role, candidates must be U.S citizens and be able to obtain a Public Trust security clearance. These requirements ensure compliance with work authorization regulations and security protocols for working with the FDA. Candidates must possess the necessary work authorization and be able to meet the security clearance requirements to be considered for the role.
