Help Desk Tier 2 Support

Company: Halvik
Location: Silver Spring
Posted on: February 14, 2020

Job Description:

Job responsibilities: Manage user AD accounts, MacAfee encryption policies, process user account forms Hardware & software installation, break/fix support, hardware deployment, desk side support Maintain SLA, iPhone & iPad setup and support, printer installation and support CAC mapping and troubleshooting; VPN account creation, management and, troubleshooting VTC setup and support, VTC troubleshooting, WebEx setup and troubleshooting Monitor e-mail queue throughout the day, triaging requests directly and overseeing team efforts to assign tickets Escalate Service Desk issues and trends on behalf of the front line staff to Service Desk manager for visibility, awareness, and follow up Enforce property check-in and check-out procedures are followed by customers and technicians Take lead on training and tasking new Service Desk technicians, with direction from the Service Desk manager Ensure adequate phone coverage throughout the day Enforce ticket triaging procedures among front line staff Ticket prioritization Ticket routing Request origin and first call resolution fields Ticket categorization Halvik offers a competitive full benefits package including: Company-supported medical, dental, vision, life, STD, and LTD insurance Benefits include 10 federal holidays and PTO. 401(k) with company matching Flexible Spending Accounts for commuter, medical, and dependent care expenses Tuition Assistance Charitable Contribution matching Halvik Corp is an Equal Opportunity Employer in accordance with federal, state, and local laws. - provided by Dice

Keywords: Halvik, Silver Spring , Help Desk Tier 2 Support, Other , Silver Spring, Maryland