Help Desk Specialist, Tier 2

Responsibilities

OBXtek is in search of a highly energetic Tier 2 Help Desk Specialist with effective communication skills and organizational skills to support our government client. *Position is 100% remote.* Provide Tier 2 Helpdesk support and other customer specified services for GSA applications. Currently, the following GSA application groups require Helpdesk support: VSC, ATM, and ADV. Tier 1 is the initial point of contact that provides a basic level of support; Tier 1 support creates Helpdesk tickets and prioritizes and coordinates tickets requiring a higher level of support. Tier 2 support is an escalated level of support. Tier 2 personnel offer assistance for and resolution of more complex IT issues or problems.

• This effort encompasses Tier 2 help desk support for the following three GSA IT application groups: (1) Asset and Transportation Management (ATM), (2) Vendor Support Center (VSC), and (3) GSA Advantage (ADV). The function of the ATM/VSC/ADV help desk is to address questions, issues, and problems encountered by application users. Inquiries come in via telephone and e-mail from customers that use this help desk including internal GSA users and external users such as customers from other government agencies, vendors, and private citizens. Tier 1 personnel may escalate issues to Tier 2.
• Tier 2 (T2) support is a more in-depth technical support level than T1 and requires the technicians to be more experienced and knowledgeable about the applications they support. T2 specialists are responsible for assisting T1 personnel in solving basic technical problems and for investigating elevated issues by validating the problem and having the ability to provide solutions to these more complex issues.

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Qualifications

• Must be a US Citizen or Permanent Resident and CLEARABLE for a Public Trust this will include a very extensive background check including criminal and credit.

Qualifications:

• 1-2 years of relevant experience in a Tier 1 help desk phone support environment
• Some college courses relevant to experience can be substituted for work experience.
• Computer knowledge (equivalent to A+ certification)
• HDI Customer Service Representative Certification desired, not required.
• Must have high-speed internet, a home landline and USB headset
• Ability to work independently.

Skills:

• Strong written and oral communication skills in English with good comprehension
• Professional and proper telephone and email etiquette are a must.
• Exceptional customer service skills
• Working knowledge of the MS Office Suite
• Strong time management and prioritization skills
• Efficient typing and speaking to users at the same time.
• Skilled at navigating a help desk ticketing system, ServiceNow preferred.

Education: Some college courses relevant to experience, can be substituted for more work experience. Security Clearance Public Trust Company Information Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education. We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more. As a prime contractor for 93% of our current work, OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine. OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law. Apply tot his job Apply To this Job