Tier 2- Help Desk Support
Location: Fairfax, VA
Must be a U.S. Citizen
Public Trust or Secret clearance
 
Bailey Information Technology Consultants (BITC) is thrilled about our upcoming work with a federal law enforcement agency. The Tier 2 Technician must have the ability to work in an environment where problem-solving and organization is required and must have great verbal and written communication skills to coordinate with co-workers within the software team.

Daily tasks will include:

• Resolving help desk tickets, monitoring systems, software testing, and coordination with software developers. A diverse set of skills will be required to resolve a complex and wide-ranging set of problems.
• Provides technical support and troubleshoots solutions for a wide range of software applications.
• Utilizes problem-solving skills to resolve help desk tickets and make recommendations to software developers.
• Monitors system and software status.

 
REQUIRED SKILLS:

• Fluent in the use of Microsoft Word, Microsoft Excel, and Microsoft PowerPoint. Experience writing and editing training products and documents. Develops and creates documentation and support materials.  Ability to work through escalated work from Tier 1 support.
• Strong understanding of using ServiceNow, Enterprise Ticketing system (Remedy)
• Strong verbal communication skills and the ability to pass a writing tests for technicians.

DESIRED SKILLS:
Previous work the Department of Justice (DOJ) desired.

EDUCATION & EXPERIENCE:

Typically requires BS and 4 – 8 years of prior relevant experience or Masters with 2 – 6 years of prior relevant experience. However, all experienced candidates will be considered regardless of degree/


Commitment to diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.