Full-time
Helpdesk Technician Tier II - Active TS/SCI with CI Poly
ENS Solutions
Elkridge, maryland
- Provides network monitoring during customer core hours with 24/7 on-call support (on-call support includes weekends and holidays).
- Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
- Performs hardware and software installations and upgrades to operating systems and layered software packages.
- Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all systems and trouble tickets from users.
- Walk customers through problem-solving and follow up with customers to ensure issues are resolved.
- Assists with the collection and evaluation of incident reporting practices and operations.
- Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library). ...