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Tier 2 Helpdesk Specialist - Washington, DC 20001 - US



Job Posting Information
Employer : Thomas Sharp
Job Title : Tier 2 Helpdesk Specialist
Location : Washington, DC 20001 - US
Reference Code :
Job Type : Direct-Hire / Permanent Full-Time
Minimum Clearance Level : Secret
Date Modified : 02-24-2020
Salary : (not listed)
Additional Salary Information :
Career Level : Experienced (Non-Manager) 2+ Years of Experience
Education Level : Bachelors
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Job Description

Tier 2 Helpdesk Specialist
Clearance: DoD Secret (****Must already have an active DoD Secret clearance to be considered)
Location: Pentagon

Overview:
This position is for an Information Technology (IT) Specialist, specifically L2 Application support, who works with the government to carry out their mission to integrate
resources and use those resources to improve business processes at a lower cost. You will be part of an important team supporting various applications, including:

•HQWeb and Derivatives
•NDAWS
•Quickplace/Quickr
•Taskers
•iSMIS
•IAAT

You will be part of the team that brings those applications forward and makes recommendations for enhancements or replacements for future.

Responsibilities:
•Develops, interprets, plans and applies application support policies, processes, procedures and strategies in the delivery of customer facing services.
•Works with the Tier 1 support to define procedures, improve efficiency through technology, assesses metrics and reporting.
•Resolves Tier 2 requests and for properly escalating problems to Tier 3.
•Manages Tier I procedures and performance.
•Collaborates with Tier 3 maintenance personnel in troubleshooting, repair, and repair verification of reported anomalies.
•Works directly with customers in resolving Tier 2 requests.
•Conducts application maintenance by reporting application feedback trends, through metrics, that lead to application changes.
•Assesses anomaly and resolution history to define long-term solutions and reduce infrastructure support requirements.
•Generates and maintains Standard Operating Procedures for application support.

Basic Qualifications:
Minimum education and experience:
•Bachelor's degree.
•Two (2) years of experience in IT field.

Certification:
•IAT Level I certification (A+CE, Network+CE, SSCP, CCNA-Security).

Minimum qualifications:
•Professional communications and customer service experience.
•Working knowledge of Department of Navy IT systems, NMCI and NGEN.

Minimum clearance:
•Final DoD Secret.