"Seeking 20 - Tier 2 Help Desk Analysts in Wash, DC Metro Area"

"Seeking 20 - Tier 2 Help Desk Analysts in Wash, DC Metro Area"
Helpdesk background:
The helpdesk will end up being of a size that it will support over 500,000 users at locations all across the United States. The helpdesk has facilities in multiple locations, is required to provide both English and Spanish support, and will be a few hours shy of being a 24x7 operation.

Job Duties/Responsibilities:
= Tier II support for the helpdesk. Current location that will be done at is Largo, MD.
= Provide hands-on technical support to troubleshoot custom software, windows, networking, databases, hand-held Computers, and COTS programs such MS Works and MS Office.
= Act as liaison between the Tier I and Tier III Support teams to ensure proper ticket management and resolution.
= Provide all customer interaction for Tier II and Tier III support
= Answer direct calls from the customer and assists on-site technicians with problems
= Help develop knowledge database items and provide the information to others on the team
= Coordinate hardware maintenance, on site technicians, etc.
= Assist with training others on the team and new members to the team on practices, procedures, and technical aspects of the job.
= Support shifts as needed: 1st shift, 2nd shift, also possibly rotating between 1st and 2nd shifts
= Provide weekend support as required

Skills Required

MANDATORY:
= BA/BS Degree or 5 plus years of relevant technical help desk experience and MCSE or MCP or Help desk certified.
= Good communication skills – both written and oral
= Good overall technical knowledge in windows, databases, networking, Linux, etc.

Following skills would be a “PLUS”:
= Ability to speak Spanish a plus
= Proficient with helpdesk procedures and ticket resolution
** Please Submit Resumes with Salary Expectations, Availability, Contact Phone & Email, Current Location to bcshannon@ intechweb.com or dassadi@ intechweb.com

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