Tier II Help Desk Job in Washington, District Of Columbia US

CIBER – ITO (Information Technology Operations) is a dynamic Managed Services based business unit within CIBER, Inc. an IT services firm.  CIBER ITO is seeking a dynamic technical generalist to work for a client based out of Washington D.C.  He/she will be an important member of a group that is dedicated to provide high-level technical solutions.

 

POSITION DESCRIPTION:

 

Position requirements outlined below are for activities associated with:

 

Tier 2 on-shore on-site phone support

Remote technical support with 24/7/365 schedule flexibility (Nights and weekends included)

 

Requirements for this position consist of all modes of remote end-user support activities for clients directly and/or through transfer/escalation or assignment from Tier 1 resolver group.

 

This position is responsible for ensuring that all aspects of service deliverables assigned to a Tier 2 Analyst/Consultant including meeting service levels and quality metric are being addressed on behalf of CIBER Service Delivery team. The Tier 2 Analyst/Consultant works closely with their Service Line Lead(s) and management to insure that quality of service and service level requirements are met.

 

This position does not require travel.

 

This position requires complete flexibility to all/any shift or schedule assigned by Service Line Lead and/or Manager to meet the service requirement of the Tier 2 support team.

 

This position requires exceptional level of expertise with Lotus Notes mail and collaboration suite for advance support services with documents and technical troubleshooting.

 

DUTIES AND RESPONSIBILITIES:

 

Responsibilities:

 

Provide excellent client service while troubleshooting software, hardware, e-mail, networking and wireless technology related issues for client; via phone, remote tools and e-mail on Windows Vista networked Enterprise desktop environment

Document all call incidents and problems in call tracking software

Escalate, coordinate, and collaborate support issues with multiple teams as necessary

Assume ownership of tasks assigned

Provide follow-up status to clients according to support policies and procedures

Become proficient with tools and technologies to increase first-call resolution rates

Take live call referrals from Tier I Analysts and provide technical support to them

Successfully handle calls from difficult clients

Contribute technical solutions to knowledge base

Perform Analysis of incidents to trigger Problem and report accordingly

Provide mentoring/coaching of Tier 1 or Tier 2 Analysts as directed by Leads/Management

QUALIFICATIONS:

 

Proficient in Lotus Notes mail and collaboration suite, Microsoft Word, Excel, Access, PowerPoint

Exceptional communication skills

Exceptional customer service skills

Excellent analysis and problem solving skills

Extensive experience in 24/7 remote support Service Desk

Self motivated and ability to work with little supervision

 

EDUCATION:

 

Preferred:

 

2 or 4 year college degree in Science/Computer Science/ Computer Information Systems/ Business or

Accredited Technical Institution Diploma/Certificate or

Military training in computer/communications or

 Equivalent work experience

 

Preferred Certification:

 

ITIL Foundation V3 Certification

Help Desk Institute Certification – Support Center Analyst/Technician

Microsoft Certified – MCDST, MCP/MCSA/MCSE

IBM Certified – IBM Lotus Notes and Domino 8.5x Help Desk Troubleshooting

 

 

WORK EXPERIENCE:

 

Demonstrated technical and analytical skills

Two (2) years direct support to end users of PC-based applications, or relevant experience in a technical or client support environment

Experience in working for a Process Driven Service Desk work environment

Experience with Continual Service Improvement process

 

COMMUNICATION AND CUSTOMER SERVICE SKILLS:

 

Ability to work effectively in a team environment

Pleasant, professional, and courteous personality

Excellent verbal and written communication skills

Strong administrative skills: organized, efficient and versatile

Strong customer service approach to dealing with people at all levels internal and external

 

This position requires successful completion of a background check and drug screen.

 

CIBER, Inc. is a global information technology consulting, services and outsourcing company applying practical innovation through services and solutions that deliver tangible results for both commercial and government clients. Services include application development and management, ERP implementation, change management, project management, systems integration, infrastructure management and end-user computing, as well as strategic business and technology consulting. Founded in 1974 and headquartered in Greenwood Village, Colorado, CIBER has more than 8,000 employees. We operate in 18 countries, serving clients from 14 Global Solution Centers and 70 local offices in North America, Europe and Asia/Pacific. Annual revenue in 2009 exceeded $1.0 billion. CIBER trades on the New York Stock exchange (NYSE: CBR), and is included in the Russell 2000 Index and the SP Small Cap 600 Index. For more information, visit www.ciber.com .

 

CIBER is an equal opportunity/affirmative action employer. We welcome and encourage diversity in our workforce.