Desktop Support - Tier II Boyers (Allentown)

Employment Type

: Full-Time


: Customer Service/Call Center

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Tundra Federal, LLC an Akima Company, provides agile,innovated and trusted information technology solutions to the FederalGovernment and Federal Integrators. Our capabilities allow customersto implement and evolve IT infrastructures to achieve, maintain and advancefunctionality, efficiency, security, and compliance. Our personnel enjoycompetitive benefits packages and challenging roles in work environments committedto innovation, diversity and opportunity for career growth. As an Alaska NativeCorporation (ANC), 100% of our companys profits go back to our 14,300 Iupiatshareholders that have resided near and above the Arctic Circle for more than10,000 years. Our business helps support their way of life and contributes tothe survival of a culture that has thrived in a challenging environment.

Asan SBA certified 8(a) Alaskan Native Corporation (ANC), Tundra Federal providesthe Federal Government the avenue for streamlined and timely acquisition ofmission critical services and solutions.


  • Ableto work independently and with minimum supervision.
  • ProvideDesktop Support services to the government user community.
  • Respondto IT incidents and requests received from Remedy tickets escalated by the Tier1 Service Desk.
  • CreateRemedy tickets for incidents and requests that are received by the usercommunity while working out on the floor.
  • Scheduleresolution times with customers prior to resolving incidents and requests byremotely utilizing SCCM or by desk-side visits.
  • Providecontinuous status updates to Remedy work logs to be viewed by Service DeskAnalysts and by the user community to ensure that accurate and up-to-dateinformation is available at all times.
  • Contactusers via email and by phone when a ticket is assigned in the individual queueat least twice per day until the incident(s) or request(s) are resolved.
  • Obtainacceptance of resolution by the user before formally resolving a Remedy ticket.
  • Utilizethe Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) toprovide resolutions for user incidents and requests.
  • Meetall Service Level Agreements (SLA) as listed in the Service Level ManagementPlan.
  • Performtasks provided in the Incident Management Plan to resolve incidents andrequests.
  • Troubleshootand resolve user incidents and requests dealing with the Microsoft operatingsystem, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 FactorAuthentication, remote tools and all OPM owned COTS and GOTS products.
  • High-levelKnowledge of PC Hardware, networking, and a good working knowledge of Windows 7and 10.
  • High-levelknowledge of Office 2007/2010/2013/2016, especially, Word, Excel and Outlook.
  • Deployhardware and software to fulfill user requests.
  • Escalatetickets to Tier 3 Technicians in the event that an incident or request cannotbe resolved at the Tier 2 level.
  • Troubleshootand resolve user incidents and requests dealing with OPM owned hardware andperipherals.
  • Ensureall Asset Management information is accurately passed on to the AssetManagement Team to ensure information is recorded in Remedy AssetManagement.
  • Informationprovided shall include, but is not limited to, new location of user andreplacement of hardware/software.
  • Createand/or revise Standard Operating Procedures (SOP).
  • Adhereto all OPM and Tundra policies and procedures.
  • Assistwith evaluating/testing new technologies for the agency.
  • Travelbetween field site office(s) to provide assistance, as needed.
  • Qualifications

    Minimum Qualifications:

  • Minimum of one (1) years experience in technical Help Desk environment.

  • Minimum of one (1) years experience working within an Active Directory environment

  • Minimum of one (1) years experience in troubleshooting issues with Windows XP operating system

  • Minimum of one (1) years experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)

  • Minimum of one (1) years experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry

  • Minimum of six (6) months experience with Windows 7.

  • Minimum of six (6) months experience with Windows 10

  • Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable

  • Experience with hardware components such as hard drives, power supplies, and motherboards.

  • Excellent oral and written communication skills.

  • Excellent phone etiquette.

  • Strong technical aptitude including excellent troubleshooting skills.

  • Ability to work with users that have limited technical knowledge.

  • Ability to instruct users utilizing verbal communication.

  • Ability to work in a fast-paced, dynamic environment.

  • Ability to interface with all levels of management.

  • Preferred Qualifications:

  • Help Desk ticketing systems such as Remedy and Service Now,

  • Remote tools to resolve user issues, such as SCCM and Remote Desktop,

  • Understanding of ITIL methodologies such as Incident and Problem Management.

  • MCP,

  • MCDST,

  • A+,

  • Network+,

  • MS Office,

  • HDI Support Center/Desktop Support Analyst,

  • ITIL Foundations V3

  • Proficiency in Win7 and Win10

  • The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary.

    Associated topics: assistance, client, deskside, desktop, help, support analyst, technical, technical support specialist, technician i, technician ii

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