Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics/troubleshooting, account management and password services, diagnosing and resolving issues on unclassified and classified office information systems
Provides support for implementation, troubleshooting, and maintenance of IT systems.
Provides second-level problem identification, diagnosis, and resolution of problems.
Maintain and return customers to normal IT Operations with the smallest possible impact on the business activity of the organization's end user(s).
Provides tier 2 support to end users for either PC, server, or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.
Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards
Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
May provide leadership to small teams or team members.
50/hr and 100K

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