Tier 2 Service Desk Technician

Responsibilities

Key Responsibilities

• Provide deskside support for PC hardware, peripherals, printers, and related equipment

• Troubleshoot and resolve issues with Windows operating systems and Microsoft Office applications

• Support mobile devices, including iPads and iPhones, with configuration, connectivity, and application issues

• Diagnose and resolve intermediate to advanced network connectivity problems

• Handle and resolve incidents escalated from the Tier 1 Service Desk

• Document troubleshooting steps, resolutions, and recommendations in the ticketing system

• Collaborate with IT staff to identify recurring issues and recommend long term solutions

• Maintain a strong customer service focus while working directly with end users

• Assist with hardware deployments, upgrades, and system imaging as needed

Qualifications

Required Qualifications

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years with a HS Diploma

• Strong technical troubleshooting and problem solving skills

• Experience supporting Windows environments and Microsoft Office applications

• Hands-on experience with PC hardware repair and peripheral device support

• Familiarity with iOS devices (iPad/iPhone) and mobile device management basics

• Excellent communication and customer service skills

• PC hardware certification such as CompTIA A+

• Experience with network troubleshooting (LAN/WAN, TCP/IP, Wi-Fi)

• Prior Tier 2 or advanced technical support experience

• Ability to obtain and maintain a Department of Energy (DOE) security clearance

• Must be a US Citizen.

 

Additional Requirements

• Ability to lift and move computer equipment as needed

• Willingness to work on-site and respond to deskside support requests

• Strong attention to detail and ability to follow established procedures

Target Salary Range$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.