Job Overview:

This position is in Washington, DC at the Department of Transportation (DOT) Headquarters Building and is assigned to provide the below described services in support of the Desktop Engineering team. The Tier II Support Specialist position provides frontline support and technical assistance to our customers' IT staff. You will provide professional customer service, using best practices in troubleshooting, communication, and problem resolution. You will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner.

Duties and Responsibilities:

• Provide technical support to customers via phone, online, chat, and email.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers.
• Ability to actively listen, and ask relevant questions.
• Communicate responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution.
• Provide timely, articulate, effective, and substantive updates via our incident management system, ensuring that all details of work are captured into notes for each incident.
• Reach agreement with the customer on the severity and priority of each issue, ensuring that it is properly set in the case throughout the resolution process.
• Provide root cause correction, not just symptom relief.
• Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue.
• Effectively listen to all communications, identifying all issues and are resolved, including those that are regarding process, general concerns, chronic or systemic in nature.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
• Develop and maintain consistent performance on all key performance indicators.
• Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation.
• Use tools to pull and effectively analyze logs, traces, packet captures, etc. to determine the root cause of issues.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Required Qualification:

• 4+ years' work experience in a technical support capacity supporting Internet Service Providers, networks, and/or Business Software.
• Strong technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments.
• 3+ years of experience in a helpdesk environment specifically Tier II Support & ServiceNow.
• Excellent professional, written and verbal communication skills.
• Familiar with contact center management concepts such as scheduling, performance measures and management, reporting, quality assurance methods, analytics, etc.
• Experience with government work is highly desirable.
• Some project manager experience is a plus.
• Experience with Windows 11, imaging and reimaging.

Benefits:

Full benefits package Included with a W2 salary.

Must be able to obtain a Public Trust clearance.