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Sr.Helpdesk Technician -Tier II

Company: Technogen, Inc.
Location: Washington
Posted on: July 1, 2020

Job Description:

TECHNOGEN, Inc. is a Proven Leader in providing full IT Services, Software Development and Solutions for 15 years. TECHNOGEN is a Small Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA MD Offshore development centers in India. We have successfully executed 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies. This is Tony from TechnoGen Inc. And I am writing to see whether you are interested in an excitingchallenging opportunity in Washington, DC (need locals) Kindly reach me on 703-459-9681 or tonytechnogeninc.com mailtotonytechnogeninc.com Role Sr. Helpdesk Technician - Tier II Location Washington, DC (need locals) Duration 1 Year Overview This position will provide WMATA COTS application support during product roll-out and throughout the product life, ensuring customers are mentored for future avoidance. This position also requires the candidate to be capable of receiving and processing user related known issues and problems to meet SLA timelines. This candidate will also assist the Application Support Lead in the documenting of known solutions, trends and other ad-hoc reporting to management and senior subject matter experts. The right candidate will have advanced knowledge of timekeeping COTS systems including administration level debugging expertise and communication skills. Requirements Established experience of 2-4 years as a team member of application support team in a call center environment Minimum Certifications Any (2) or any (2) equivalent of A+, Network+, Project+, Security+, MCSE, MCSA, MCP, HDI Support Center Specialist, ITIL v3 Foundation Minimum Education Four-year Bachelor Degree from an accredited U.S. school Demonstrate expertise in Microsoft operating systems Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Project and Visio Experience with Microsoft Exchange and CA ServiceDesk, Timekeeping System Application (i.e. Clarity, PeopleSoft etc.), Flexible working shift hours team working schedule is 7 days per week, 600a.m. 1000pm, including weekends and on-call support for evenings, weekends, and holidays. Occasional work during 3rd shift may be required. An aptitude for providing positive customer service Good communication, problem solving and technical writing skills An in-depth knowledge of relevant operating systems, applications, printers and other hardware required. Deliverables Function as a technical application Help Desk Call Center technician with other colleagues to managing inbound service tickets, schedules, reporting and issue resolution for known issues with the timekeeping application. Address Tier 2 issues or concerns and escalate to alternate Tier 2 support organizations (i.e. Payroll, HR etc..) or Tier3 Subject Matter Experts as appropriate Provide technical, debugging, root cause analysis for application support Perform continual improvement through self-help, training, metrics, reporting and mentoring other team members Provide weekly updatesstatus to The Application Support Lead

Keywords: Technogen, Inc., Washington DC , Sr.Helpdesk Technician -Tier II, Professions , Washington, DC

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