Tier 2 Desktop Support Analyst
2 months ago
Key Responsibilities:
- Provide exceptional Tier 2 desktopsupport to end-users, addressing hardware, software, andnetwork-related issues.
- Troubleshoot, diagnose,and resolve complex technical issues through remote and on-sitesupport.
- Utilize ServiceNow to log, track, andmanage support tickets, ensuring timely resolution and usersatisfaction.
- Efficiently operate and navigatethe Cisco Finesse platform to manage incoming support requests andmaintain accurate records.
- Collaborate withother IT team members and external vendors to resolve issues andimplement solutions.
- Assist in theinstallation, configuration, and maintenance of desktop hardware,software, and peripherals.
- Participate in thedevelopment and execution of IT projects, including systemupgrades, migrations, and deployments.
- Providetraining and guidance to end-users on the proper use of hardware,software, and other IT resources.
- Maintain andupdate technical documentation, including knowledge base articlesand standard operating procedures.
- Adhere to ITsecurity policies and procedures to ensure the protection of theDepartment of Commerce's information assets.
Location: Onsite at the DOC officein the Washington,DC.
Requirements
- Associate or Bachelor'sdegree in Computer Science, Information Technology, or a relatedfield.
- Minimum of 3 years of experience indesktop support or a similar IT supportrole.
- Strong knowledge of ServiceNow and CiscoFinesse platforms.
- Proficient in Windows andMac operating systems, Microsoft Office Suite, and various desktopapplications.
- Solid understanding of networkprotocols, VPN, and remote accesstechnologies.
- Excellent problem-solving,analytical, and communication skills.
- Strongcustomer service orientation with the ability to interacteffectively with individuals at all levels of theorganization.
- Ability to prioritize tasks,manage time efficiently, and work independently or as part of ateam.
- CompTIA A+, Network+, or Security+certifications are a plus.
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