Tier 2 Desktop Support Analyst

2 months ago


Dubai, United Arab Emirates Dice Full time


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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