Overview
On Site
$DOE
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12
Skills
helpdesk
Active
directory
Job Details
The Tier 1 team is the first line of ITS support. Customers reach out for help by phone call, email, or the ticketing system. Handling a wide array of support, tier 1 agents assist users with account lockouts, password resets, application installation, basic hardware troubleshooting, and general user support. Utilizing remote assistance tools, tier 1 agents are able to resolve the majority of incoming issues, with support from other teams within ITS.
Example of duties:
- Provide direct end-user support for a wide range of technologies, user devices, telephone and conferencing devices and equipment, software applications and supporting systems;
- Configures, troubleshoots, builds, designs, and deploys end-user software applications and device hardware;
- Manages, updates, and creates service and support documentation within the designated service management system and other documentation sources; Follows up with customers on issue resolution; provides daily interaction, both in person, via the phone or via electronic messaging with customers in the management of user reported issues;
- Oversee and perform system administration and technical support for user devices, hardware and software, and networks.
- Incumbents serve as IT consultants and advisers to department staff and management on system needs, operation and telecommunications problems, and requests for services.
- Individually, or when leading technical teams, installs and maintains software products and configures computers according to standards;
- Onsite analysts travel to multiple locations in a designated region to provide direct onsite technical support to end-users, replace computers, and work with other internal ITS teams to install, troubleshoot, and maintain network, infrastructure, printer, and UPS hardware;
- Participates in a 24/7/365 on call rotation providing afterhours technical support;
- Identifies, evaluates, and corrects hardware, software, and operations problems;
- Monitors and troubleshoots network system performance;
- Resolves communications and networking problems;
- Provides technical support and training to users and technical staff;
- Provides problem escalation with vendors.
- Other duties as assigned
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.