Job Description

Hello, I am Shashank, a recruiter at Artech, the largest women-owned IT staffing firm in the US . We are constantly on the lookout for professionals to fulfil the staffing needs of our clients, and we currently have a few job openings that may interest you. Please find the below summary of one of our current opportunities. Please let me know the best time to reach you, or you may call me directly at , However if you are not interested at this time, feel free to refer this position to someone you may know to be a fit. Below are the position details for your reference: Job Title: Help Desk Tier 2 Technician Location: Washington, DC (Onsite) Duration - 12+ months Description: Job Description: Tier 2 Maintenance is currently seeking skilled and qualified candidates for their Help Desk Tier 2 Technician position. This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. Job Description:
• Troubleshoot, repair, and maintain hardware from multiple vendors (e.g., Client, Dell, Client, Client), including system boards, RAM, hard drives, keyboards, and other peripherals.
• Communicate with vendors to coordinate part replacements, warranty repairs, and other service-related needs.
• Deliver exceptional customer service through clear, effective communication and white glove professional support.
• Maintain detailed documentation of issue resolution processes and resolve end-user support tickets related to desktops, laptops, and related equipment in a timely manner using ServiceNow.
• Install, configure, and support various software in Windows 11 and macOS environments including Client Office, Duo, Adobe, and AnyConnect VPN.
• Assist in developing and maintaining departmental procedures and documentation related to hardware troubleshooting and IT support.
• Manage multiple support requests efficiently, prioritizing tasks and escalating when necessary.
• Demonstrate a solid understanding of organizational IT policies and procedures. Basic Qualifications:
• High School Diploma with 5 years experience.
• Ability to obtain and maintain a Senate Clearance (Agency level).
• U.S. Citizenship
• Experience working with computers and operating systems.
• Experience with trouble ticketing system-currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems
• Experience installing and supporting applications such as Client Office and Outlook, O365, Windows 10 and Mac OS.
• Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems.
• Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.
• Experience in working on a Service Desk team supporting IT services.
• Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.
• Minimum certification of at least ONE of the following: MCSA, MCSE, ACSP or ACMT.
• Willing to work additional hours and/or perform additional tasks (including general office work) as needed.
• Willing to work onsite, requiring a high level of availability after hours and on the weekend. Preferred Qualifications:
• Authorized MAC certification
• Excellent customer service Regards, Shashank Mishra Associate Recruiter Cell: Email: 360 Mt. Kemble Avenue, Suite 2000 Morristown, NJ 07960 Website: