Tier 2/3 Help Desk
ALTA IT has a Contract to Hire position open for a Helpdesk.
100% Remote will need to Obtain a Public Trust Supports day-to-day remote technical aspects of product operational data to identify diagnostic issues in enough detail to determine if the root cause is hardware or software related.
Applies advanced consulting skills and/or extensive technical expertise; full industry knowledge.
Develops innovative solutions to complex problems.
Works without considerable direction; mentors and may supervise team members.
Bachelor's degree and 5
years directly related experience or Master's degree and 3
years directly related experience.
Years of experience may be accepted in lieu of degree for certain roles.
Certifications may be accepted in lieu of a degree for certain technical roles.
Basic
Qualifications:
The IT solutions are increasingly complex and understanding how they should operate and how that corresponds to the underlying design/code is essential.
This role provides in-depth support and leads problem solving and coordinates remediation implementation efforts for IT products and systems (solutions).
This challenge is met by working with users, incident tickets, development team members and other stakeholders to resolve normal and unusual information system problems.
The candidate would handle system access requests and ensure the requestor has the appropriate training for the access level requested.
The Tier 2/3 Support role will monitor and categorize incoming incidents and analyze their root cause and create/maintain a Known Problems Database (DB).
Tier 2/3 support will participate in the analysis of client identified issues/problems which may require changes to procedures, standards or systems.
The candidate will participate in a weekly incident status meeting as well as provide weekly reports on access requests and incidents.
You Have:
3
years of experience providing Tier 2/3 support for IT products/systems (solutions) Experience with software installations, remote computing, technical troubleshooting Experience developing, maintaining, and executing Standard Operating Procedures for Tier 2/3 support Experience with using ServiceNow Experience working with remote users and team members Experience with using JIRA Experience with creating and maintaining contract documents such as Defect/Fix Status Reports and Defect Resolution Plan and other supporting documentation Familiarity with technology such as.
NET, MS SQL, Azure Cloud and Azure Dynamics Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements Nice If You Have:
Experience in the Federal Government, Veterans Affairs, or Healthcare IT sectors Technical Bachelor's degree related to Information Technology Tier 2/3 Help Desk Recommended Skills Coaching And Mentoring Consulting Databases Help Desk Information Systems Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
100% Remote will need to Obtain a Public Trust Supports day-to-day remote technical aspects of product operational data to identify diagnostic issues in enough detail to determine if the root cause is hardware or software related.
Applies advanced consulting skills and/or extensive technical expertise; full industry knowledge.
Develops innovative solutions to complex problems.
Works without considerable direction; mentors and may supervise team members.
Bachelor's degree and 5
years directly related experience or Master's degree and 3
years directly related experience.
Years of experience may be accepted in lieu of degree for certain roles.
Certifications may be accepted in lieu of a degree for certain technical roles.
Basic
Qualifications:
The IT solutions are increasingly complex and understanding how they should operate and how that corresponds to the underlying design/code is essential.
This role provides in-depth support and leads problem solving and coordinates remediation implementation efforts for IT products and systems (solutions).
This challenge is met by working with users, incident tickets, development team members and other stakeholders to resolve normal and unusual information system problems.
The candidate would handle system access requests and ensure the requestor has the appropriate training for the access level requested.
The Tier 2/3 Support role will monitor and categorize incoming incidents and analyze their root cause and create/maintain a Known Problems Database (DB).
Tier 2/3 support will participate in the analysis of client identified issues/problems which may require changes to procedures, standards or systems.
The candidate will participate in a weekly incident status meeting as well as provide weekly reports on access requests and incidents.
You Have:
3
years of experience providing Tier 2/3 support for IT products/systems (solutions) Experience with software installations, remote computing, technical troubleshooting Experience developing, maintaining, and executing Standard Operating Procedures for Tier 2/3 support Experience with using ServiceNow Experience working with remote users and team members Experience with using JIRA Experience with creating and maintaining contract documents such as Defect/Fix Status Reports and Defect Resolution Plan and other supporting documentation Familiarity with technology such as.
NET, MS SQL, Azure Cloud and Azure Dynamics Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements Nice If You Have:
Experience in the Federal Government, Veterans Affairs, or Healthcare IT sectors Technical Bachelor's degree related to Information Technology Tier 2/3 Help Desk Recommended Skills Coaching And Mentoring Consulting Databases Help Desk Information Systems Information Technology Estimated Salary: $20 to $28 per hour based on qualifications.
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