Tier 2 Service Desk Representative - Night Shift

Program Overview

About The Role

We are looking for a skilled and proactive Tier 2 Service Desk Representative to join our IT support team. This individual will be responsible for providing advanced technical support to end users, troubleshooting complex issues, and utilizing Jira for issue tracking, reporting, and task management. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a solid understanding of IT systems and processes.

Key Responsibilities :

• Provide Tier 2 support for technical issues escalated from Tier 1 Service Desk, focusing on diagnosing and resolving more complex IT problems.
• Use Jira to log, track, prioritize, and manage support tickets for incident resolution and request fulfillment.
• Collaborate with Tier 1 technicians to ensure seamless escalation and resolution of issues.
• Troubleshoot hardware, software, network, and system issues and work toward effective solutions.
• Engage in root cause analysis for recurring incidents, working to implement long-term solutions.
• Document and update detailed knowledge base articles and troubleshooting guides within Jira for use by the service desk team and end users.
• Provide customer support via multiple channels including phone, email, and chat.
• Assist with Jira Service Management workflows and configuration, including customizing request types, queues, and automation rules.
• Work with other IT teams to resolve infrastructure or application-related issues and improve overall system performance.
• Communicate with end users regarding issue resolution, service status, and expected resolution timelines.
• Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met by handling requests and incidents in a timely manner.
• Contribute to continuous improvement initiatives by offering feedback and suggestions for enhancing service processes and the Jira-based ticketing system.

Qualifications

Qualifications:

• TS/SCI with Polygraph level clearance is required.
• AA and 7+ years of experience, BA/BS and 5+ years of experience; Masters and 3+ years of experience; an additional four years of experience may be considered in lieu of degree.
• Proficient in Jira Service Management for issue tracking, ticket management, and workflow customization.
• Strong understanding of ITIL best practices for incident management, problem management, and service request fulfillment.
• Knowledge of common operating systems (Windows, macOS, Linux) and software troubleshooting.
• Familiarity with networking concepts (DNS, DHCP, TCP/IP, VPN) and hardware configurations.
• Excellent communication skills , both written and verbal, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to work effectively both independently and in a team environment. '
• Experience with remote troubleshooting tools and remote desktop software is a plus.

Preferred Qualifications:

• Certification in ITIL Foundation or equivalent IT support certifications.
• Experience with other service desk tools or ticketing systems.
• Knowledge of cloud-based services and enterprise applications.
• Experience in Jira Software or Jira Core in addition to Jira Service Management.

Shift : Night Shift, 6:00 pm - 6:00 am, two-week cycles of working 3-4 set days per week and every other weekend

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.