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ActioNet is looking for a Tier II Help Desk Specialist for a Federal Customer, located in Cleveland, OHSummary: The Tier II Help Desk Specialist is responsible for full range hand on support to the federal customer. Support includes software, hardware, handheld devices and mission applicationsProvides on-site support to end users on a variety of issues.
Responds to tickets escalated from Tier I
Successfully manage assigned ticket to closure
Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
Follow-up with end users to provide status updates as per service level guidelines (SLA's)
Why ActioNet?It is simple. We are passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation.Basic Qualifications:Under general supervision, monitors and responds to hardware and software problems
2+ experience working in an IT Service Desk or Tier II environment
Highly responsive to customer requests. A Bachelor's Degree in a technical or business related field (Mathematics, Engineering, CS, Business Administration)
5+ years' experience working in data center product or program management or business planning, partnering with cross functional teams i.e. technical, commercial sales, policy, finance, and legal
Knowledge of data centers technical engineering requirement
Experience with multi-platform Windows O/S required
Active Directory, and Exchange preferred
Solid analytical/cognitive skills to troubleshoot complex and technical problems
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Ensure a positive Customer Experience
Preferred Qualifications:A Bachelor's Degree in a technical or business-related field
Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
Experience using ITSM Ticketing tools (e. g. ServiceNow or similar ticketing systems to manage and track incidents
Basic knowledge of ITIL, Service Desk metrics/SLA s, and mobile device support
Education & Experience:A Bachelor's Degree in a technical or business-related field
3+ years’ experience can be substituted for bachelor’s degree
What's in It For You?As an ActioNeter, you get to be part of exceptional team and a corporate culture that nurtures mutual success for our customers, employees and our communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy and a desire to develop your skills, experience and career.Are you ready to make a difference?ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.ActioNet is an Equal Opportunity/Affirmative Action employerAll qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. ActioNet’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.The ActioNet Career Center is accessible to any and all users. If you would like to contact us regarding the accessibility of this portal or you need assistance completing the application process, please contact Jonathan Dobles, Technical Recruiter, at 703-204-0090 ext 195 or JDobles@ActioNet.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
