Provide in-depth troubleshooting for software applications, operating systems, and network problems. Resolve incidents escalated from Tier 1 support. Actively assist with ticket handling to ensure each incident is addressed effectively. Document detailed troubleshooting steps, solutions, and resolution times for escalated incidents. Provide comprehensive support for specialized software applications. Addressing technical queries, and offering user training when necessary. Tier 2 Support maintain... more details
We are a seasoned Full-spectrum data solutions firm. We deliver insights, strategies, data analytics, and technical expertise to accelerate data modernization. We specialize in data sciences and cloud solutions, application development and maintenance, program management, and health IT operations leveraging experience and trusted talent to solve the federal government’s most pressing business and technical challenges. Without you, it’s just data.
The Service Desk Tier 2 On-site Support shall serve as an escalation path for Tier 1 support by handling more complex technical issues, creating and maintaining standard operating procedures, updating the knowledge base, and ensuring a streamlined approach to incident resolution for our NIH client.
Responsibilities:
Provide in-depth troubleshooting for software applications, operating systems, and network problems. Resolve incidents escalated from Tier 1 support. Actively assist with ticket handling to ensure each incident is addressed effectively. Document detailed troubleshooting steps, solutions, and resolution times for escalated incidents.
Provide comprehensive support for specialized software applications. Addressing technical queries, and offering user training when necessary.
Tier 2 Support maintains a database of supported applications, installation guides, configuration instructions, and troubleshooting procedures. Maintain a database of supported applications, including installation and troubleshooting guides.
Conduct hardware diagnostics and coordinate hardware repairs or replacements. Maintain thorough records of hardware diagnostics, including the results obtained, actions taken for repair or replacement, and comprehensive inventory management. Record hardware diagnostic results, repair/replacement actions taken, and equipment inventory.
Develop and maintain a range of documents and processes to enhance incident resolution and support such as SOPs, Knowledgebase articles, Root cause analysis, asset management records, performance metrics, and change management processes.
Requirements:
Bachelor’s degree in information technology, or equivalent training/certifications and experience. 2-4 years of experience providing Tier 1/2 support.
Experience in troubleshooting Microsoft Office 365, Windows Servers, and Mac OS.
Experience with Active Directory, Azure DevOps, Microsoft 365 applications, Microsoft Remote Desktop and ServiceNow, and tools such as PowerShell.
AMDEX Corporation offers a competitive salary package and attractive benefits package.
Medical | Dental | Vision (Base plan employee premiums 100% company paid)
Supplemental Health Plans
Employer Paid Life and Disability Insurance, STD and LTD
Employee Assistance Plan and Employee Discounts
11 Federal Holidays | PTO accrual with carryover
401(k) Plan with company match | Flexible Spending Accounts: Medical, Dependent, Transit
Job Abstracts is an independent Job Search Engine. Job Abstracts is not an agent or representative and is not endorsed, sponsored or affiliated with any employer. Job Abstracts uses proprietary technology to keep the availability and accuracy of its job listings and their details. All trademarks, service marks, logos, domain names, and job descriptions are the property of their respective holder. Job Abstracts does not have its members apply for a job on the jobabstracts.com website. Additionally, Job Abstracts may provide a list of third-party job listings that may not be affiliated with any employer. Please make sure you understand and agree to the website's Terms & Conditions and Privacy Policies you are applying on as they may differ from ours and are not in our control.
Welcome to Job Abstracts
We would like to take a second to Welcome You to Job Abstracts, the nation’s largest Pure Job Board. With over 3.1 million job listings from 15,000+ Companies & Organizations, we help job searchers find careers that match their interests. As an anonymous user, you have probably discovered how easy our system is to use. However, you have just scratched the surface of what we can offer.
We encourage you to Register so you can use our most powerful features: searching with multiple terms, setting up multiple locations, establishing favorite companies, and accessing your search history. If you find a job you like, you can apply directly for it, and then, keep notes on it. We will also keep a lookout for jobs that match your search terms and email you when we find something you may like.
You can register for free and the system is free to use. If you like our system so far, click on Register and unlock the power required by serious job searchers.
Any time you conduct a search, the system shows you job matches, ranked by their Relevance Score (RS).
The score is calculated by a proprietary algorithm that uses Intelligent Machine Learning.
The Relevance Score tells you how well the job opportunity matches your search term or terms.
When not logged in, the system is limited to one search term. Scores for single term matches are usually lower.
When you register, log in, and set up multiple terms prioritized by importance, the jobs found for you will receive a much higher Relevance Score.
