IT Help Desk Tier I, II, III

Washington DC, DC
Full Time
Experienced
iTrust Human Capital Management are seeking skilled and customer-oriented Help Desk Support Specialists to join our IT support team. The ideal candidates will provide technical assistance across three tiers of support, ensuring efficient resolution of IT issues and maintaining high levels of user satisfaction.

Responsibilities:
Tier I Support:
  • Serve as the first point of contact for all IT-related inquiries and issues
  • Provide basic technical support for hardware, software, and network problems
  • Troubleshoot common issues with operating systems, applications, and peripherals
  • Log and track all support requests in the ticketing system
  • Perform basic account management tasks (password resets, access provisioning)
  • Escalate complex issues to Tier II or Tier III as necessary
Tier II Support:
  • Handle escalated issues from Tier I that require more in-depth knowledge
  • Provide advanced troubleshooting for hardware, software, and network issues
  • Manage and maintain desktop and laptop configurations
  • Assist with software installations and updates
  • Perform basic server and network troubleshooting
  • Contribute to the development of technical documentation and knowledge base articles
Tier III Support:
  • Resolve the most complex and critical IT issues
  • Provide expert-level support for enterprise applications and infrastructure
  • Conduct root cause analysis for recurring problems
  • Implement and manage system-wide changes and upgrades
  • Collaborate with vendors for advanced technical support
  • Develop and improve IT processes and procedures
  • Mentor Tier I and Tier II support staff
  • General Responsibilities (All Tiers):
  • Maintain a high level of customer service and professionalism
  • Adhere to IT security policies and best practices
  • Participate in on-call rotations as required
  • Contribute to continuous improvement of IT support processes
  • Stay updated with the latest technologies and industry trends
Qualifications:
Tier I:
  • Associate's degree in IT or related field (or equivalent experience)
  • 0-2 years of IT support experience
  • Basic understanding of computer hardware, software, and networks
  • Excellent customer service and communication skills
  • ITIL Foundation certification preferred
Tier II:
  • Bachelor's degree in IT, Computer Science, or related field
  • 2-5 years of IT support experience
  • In-depth knowledge of operating systems, common applications, and networking
  • Experience with remote support tools
  • CompTIA A+ and Network+ certifications preferred
Tier III:
  • Bachelor's degree in IT, Computer Science, or related field (Master's preferred)
  • 5+ years of IT support experience
  • Expert-level knowledge of enterprise IT systems and infrastructure
  • Experience with system administration and network management
  • ITIL Intermediate or Expert level certification preferred
  • Relevant advanced certifications (e.g., MCSE, CCNA, CISSP) are a plus
  • Skills Required (All Tiers):
  • Strong problem-solving and analytical skills
  • Excellent verbal and written communication abilities
  • Ability to work effectively in a team environment
  • Strong time management and prioritization skills
  • Patience and ability to explain technical concepts to non-technical users
  • Adaptability to learn new technologies quickly
About iTrust Human Capital Management:
 
iTrust Human Capital Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.
 
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