Duties and Responsibilities:

• Serve as the Tier 2 point of contact for field users seeking technical assistance over the phone or email
• Use, update and navigate Remedy by recording events and problems and their resolution in logs
• Navigate Census Bureau apps (will train) and help end-users Resolve single sign-on challenges for field users (Personal Identity Verification (PIV) cards)
• Remotely fix users computers/laptops and identify issues that should be escalated to Tier 3
• Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues.
• Track and analyze trends and produce reports as required
• Contribute to expedite problem resolution by giving in-person, hands-on support to Tier 3 personnel, when necessary
• Support the development of Knowledge Base (KB) articles for use by Tier 1, 2 and 3; conduct continuous improvement service desk support and update knowledge base as required.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue(s); troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
• Train/guide computer users, as needed
• Respond to email messages for customers seeking help
• Resolve technical problems with cellular communications/voicemail, WiFi, and other systems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Resolve and/or Facilitate SharePoint Drive challenges.
• Follow up with customers to ensure issue has been resolved Account access granting and/or disabling, across the board Ensure consistent service levels and quick resolutions. Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements in procedures

Work Experience:

• Proven experience as a Tier 1 Service Desk Technician or other customer support role
• Good technical knowledge of Windows (in particular Windows 10), Internet Explorer and Microsoft Suite of tools (Outlook, Word, PowerPoint, Excel) and Office 365
• Good technical knowledge of Apple iOS (Tablets and iPhones)
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English (speaking and writing)
• Familiarity with the following technologies
  • Account Management functions in Active Directory Single
  • Sign-on Mobile device management for Smartphone/mobile device (iPhone, iPad, Windows tablet)
  • PC/laptops (Windows 10)
  • Virtual Desktop (VDI)
  • Outlook Web Application (OWA)
  • MS Office 365 / SharePoint
  • Personal Identity Verification (PIV) Cards
• Extensive Familiarity with Remedy software or another ticketing / KMS tool
• Comfortable working both individually and as part of a team.
• Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
• Able to present ideas in a variety of ways depending upon audience and context.
• Excellent active listening skills.
• Prior experience with Mobile Device Management products (preferably AirWatch)
• Prior experience remotely supporting mobile hardware (to include over-the-phone troubleshooting of issues related to laptops, iPhones, and iPads)
• Prior experience supporting/troubleshooting email issues from 3rd party iOS applications (preferably AirWatch Boxer)
• Prior experience supporting remote users with cellular communications/voicemail and WiFi connectivity issues

Job Skills:

• Strong communication skills, both written and verbal
• Detail oriented and works with a high degree of accuracy and efficiency
• Ability to multitask
• Ability to tactfully handle stressful and difficult situations
• Possess strong problem solving and troubleshooting skills
• Flexibility within a constantly changing environment
• Strong ability to quickly prioritize requests and tasks 
• Ability to work in a fast-paced, professional environment
• Strong work ethic

Education:

• Bachelor’s Degree + 1 year of experience, or
• 5+ years of relevant experience.

Clearance Requirements:

• Must be US Citizen or Green Card Holder with at least 3 Years of continuous US residency
• Ability to obtain a ‘Moderate’ security clearance

• Hours coverage: 7:30AM-8PM, 5 days (Some weekend work may be required – May develop into 24x7 environment).
• Must be available for on-call support as required.
• Must have flexibility in shift hours.
• Work location: Greenbelt, MD.
• No telework available.