Job Title: IT Help Desk, Tier 2 Technical Support

Title:
IT Help Desk, Tier 2 Technical Support

Core Role and Responsibilities:

Provides second level operational technical support, development, and engineering to the Help Desk, Tier 2 and our users via ticketing tool, phone, chat, and collaboration. Develops, maintains, and distributes processes and procedures to Tier 2. VMware VDI Gold and Pool creation, AppVolume development, DEM development, and upgrade tasks. Development of new complex SCCM applications, vulnerability remediation i.e. system, software, zero day. Client configuration changes, migrations, and process planning. Automation (scripting, new processes, and reporting) and determine standardized hardware configurations. Development of Tier 2 Desktop system Linux administration as a core level of support. Creates new SCCM applications based on SOP's, ad-hoc software reporting, Software Approval review, client compliance maintenance, hardware waiver evaluation. High impact problem management, environment wide deployment of problem, workarounds, and final resolution. Develop known fixes and workarounds to restore services. Escalated tickets from Tier 1, and testing/validation of processes. Provides training to Tier 1 on new products, services, and processes. Interfaces with Tier 3 System Administration, and IT security professionals. Provides training to Tier 2 on new products, services, and processes, along with overall Help Desk technical guidance and recommendation towards resolution.

In compliance with the U.S. federal government's vaccine mandate, only candidates who will be fully vaccinated for COVID-19, or who have a reasonable accommodation or approved medical exception will be considered for this position.

Essential Job Functions:

• Performs the assignments in the form of objectives with goals and process to meet goals outline. Applies job skills and company policies to complete a wide range of tasks.

• Works on assignments that are complex in nature where judgment is resolving problems and making routine recommendations.

• Provides Tier 2 operations, development, engineering, and overall support of Help Desk initiatives along with overall problem/resolution strategy

• Answers and processes incoming escalated technical support phone calls, email, chat from Tier 2 and other functional workgroups. Analyzes problems with equipment or software applications to identify problem areas and recommend corrective action. Recommends solutions to customer application questions. Maintains log of problems so that recurring problems can be reported to product development.

• Interacts daily with supervisor, peer groups, and customers. Interaction normally involves exchange or presentation of factual information.

• Under general supervision. Normally receives no instruction on routine work, little instruction on new assignments.

• Answers complex technical questions and performs troubleshooting regarding the use and identification of personal computer hardware and software

• Works independently with Help Desk teams and users to provide customized solutions utilizing standard software products and processes.

• Evaluates and prioritizes solutions for Tier 2 and provides an estimation of work and time schedule.

• Cross-trains Tier 2 personnel in Standard Operating Procedures, troubleshooting techniques, and Day-to-Day problem/resolution.

This position description does not include every duty or responsibility the employee may be asked to perform and nothing in this job description restricts managements' right to assign or reassign duties and responsibilities to this position at any time as circumstances dictate.

Qualifications:

Education:

• BS/BA/MS

Experience:

• BS/BA +4

• MS +2

Special Skills/Requirements:

• Work toward advanced technical certification (VMware, Security+, CISSP, etc.)

• ITIL 4 Foundation Certification within first 12 months of employment desired

• Knowledge of Agile project management methodologies

Physical Demands:

• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use; frequent stressful conditions.

• Occasional need to transverse stairs and climb latter.

• Transport equipment or media up to 40 pounds.

Work Conditions/Environment:

• Work primarily in a climate-controlled office environment with minimal safety/health hazard potential.

• The noise level in the work environment is usually quiet to moderate

• Teleworking is allowed with supervisor approval under the direction of administration leadership

• Standard work hours Monday - Friday, 7:00 a.m. to 4:30 p.m.

• Support assigned tasks during non-core business hours and weekends if necessary.

Success Factors:

• Demonstrated ability to reliably provide first call resolution technical support to computer customers with questions regarding: account administration, system/network status, and problem entry via problem tracking tool.

• Contributes frequently, to assignment related activities, where decisions or failure to achieve results may cause delays in schedules.

• Can answer complex technical issues when dealing with customer issues and with the tools provided

• Contributes to the team discussion to expand the knowledge of the group

• In performance of work assignments is expected be able to do so with no instruction while following established guidelines, procedures, policies and industry best practices.

• Demonstrates the knowledge and experience to handle unusual and seldom occurring events.

• Adheres to TSSC, Center and safety policies and procedures

• Demonstrates ability to both provide and receive constructive feedback

• Willingness to take on new assignments and learn new methods and processes

• Delivers creative ideas for continuous improvement

• Pays strict attention to detail; is reliable and dependable, good attendance, meets deadlines for deliverables

• Demonstrates the desire to learn and work toward continued self-improvement

In compliance with the U.S. federal government's vaccine mandate, only candidates who are fully vaccinated for COVID-19 or have a reasonable accommodation or approved medical exception will be considered for this position.

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.