IT Service Desk Analyst Tier 2 - Bethesda, United States - RIVA Solutions Inc.

RIVA Solutions Inc.
RIVA Solutions Inc.
Verified Company
Bethesda, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Title
:
IT Service Desk Tier 2 Analyst

Location:
Bethesda, MD and/or Rockville, MD


Terms:
Full-time


Clearance:
Public Trust

Travel: 0-20%


Education:
BA/BS degree and 5 years of experience


_ RESULTS. INNOVATION. VALUES. ACCOUNTABILITY._
That's RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest.

By investing in people first, and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover.

At RIVA, people are our #1 priority.


Project Description


RIVA is providing IT Services and Support to their customer's CIO office, Project Management Office, Network Infrastructure Section, Service Desk Section, and the customer user community.

The CIO's office manages all aspects of the customer's branch sections from projects to documentation and policies. The Project Management Office provides a framework, tools, and staff to manage projects and initiatives. The Network Infrastructure Section provides IT infrastructure support, including networking/firewalls, backups, data center management, and operating system management.

The Service Desk Section provides hands-on troubleshooting and user support for RIVA's customer users, including support for laptops, desktops, peripherals, smartphones, operating systems, and software.


Position Description

Responsibilities


The IT Service Desk Tier 2 analyst will be responsible for providing advanced technical support and troubleshooting assistance to end-users, resolving complex IT issues, and escalating unresolved problems to Tier 3, as needed.

The IT Service Desk Tier 2 analyst will also be responsible for creating and maintaining standard operating procedures, updating knowledge base, and ensuring a streamlined approach to incident resolution.


Additional responsibilities include:
-
Hardware Diagnostics:Conduct hardware diagnostics and coordinate hardware repairs or replacements. Maintain thorough records of hardware diagnostics, including the results obtained, actions taken for repair or replacement, and comprehensive inventory management.
-
Documentation: Develop and maintain a range of documents and process to enhance incident resolution and support.

This includes but is not limited to:

  • Standard Operating Procedures (SOPs)
  • Knowledge base articles
  • Incident reports with root cause analysis (RCA)
  • Configuration guides to assure hardware and software setups consistent with organizational standards
  • Troubleshooting documentation with advanced diagnostic steps
  • Knowledge transfer to all team members of all tiers
  • Mentoring and training
  • Hardware and software asset management
  • Document performance metrics, change management processes, compliance requirements, emergency response plans, etc.

Requirements:


  • Minimum of 5 years of experience working in a technical support or service desk environment, providing Tier 2 support to endusers.
  • Experience with Microsoft 365 Government suite (Outlook, Word, Excel, PowerPoint, Teams, etc.).
  • Experience with Microsoft SharePoint for document management and sharing.
  • Experience with Active Directory for user account management, access control, and password resets.
  • Experience with Microsoft Remote Desktop and tools like PowerShell.
  • Experience using Azure DevOps and/or working in an agile environment.
  • Effective communication skills with the ability to collaborate with crossfunctional teams and communicate technical concepts to nontechnical stakeholders.
  • Experience using Azure DevOps and/or working in an agile environment.
  • Excellent analytical and problemsolving skills, with the ability to independently investigate and resolve complex technical issues.
  • Ability to multitask, prioritize workload, and work effectively under pressure in a fastpaced environment, and meet established SLAs.
  • Commitment to continuous learning and professional development, with proactive approach to acquiring new technical skills and staying current with industry trends and best practices.
  • Effective communication skills with the ability to collaborate with crossfunctional teams and communicate technical concepts to nontechnical stakeholders.
  • Experience using Azure DevOps and/or working in an agile environment.
  • Ability to obtain a Public Trust clearance.
  • U.S. Citizenship or have been a permanent resident for more than 3 years.

Preferred Certifications

  • Microsoft Azure Certification
  • Microsoft 365 Certification
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