Tier II Service Desk Specialist

Overview

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our Passion. People are our Purpose. Grow with us! NuAxis Innovations seeks a talented and motivated Tier II Service Desk Specialist for a Full-Time position in Kansas City, MO.

Job Summary:

The Tier II Service Desk Specialist must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The role must meet contract Service Level Agreements (SLAs) for incident response, update, handoff, and resolution times. The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) and may be called to perform additional activities, developing methodology and presenting solutions to problems.

Must contribute to deliverables and performance metrics where applicable.

Essential Functions:

• Responds to and diagnoses problems through discussion with users and hands-on assistance.
• Provides on-site support to end-users on a variety of issues.
• During remote support periods, receive customer calls, emails, and self-generated tickets to initiate tickets, troubleshoot, and resolve incidents and requests.
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
• Documents, tracks, and monitors tickets to ensure a timely resolution.
• Provides second-tier support to users’ applications or hardware issues.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Performs Moves, Adds, and Changes (MAC).

Support-Incident Management: Provide impact- and priority-based incident categorization to track progress of all incidents and restore degraded or disrupted services as quickly as possible:

• Escalate tickets based on expertise and appropriate group membership.
• Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours.
• Monitor voicemails and emails left for the SD.
• Log Incidents and Service Requests into ITSM.
• Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times. Track incidents from first report to remediation.
• Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.
• Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved.
• Escalate tickets as required by the applicable SLAs.
• Communicate system outages in accordance with SOPs to appropriate government points of contact and Users using government-provided tools, continuing ongoing communications until the Incident has been resolved and all services restored.
• Follow-up on resolved Incidents to verify quality, obtain customer concurrence of incident closure, and report customer satisfaction.
• Work with Operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in Incident Reports for major Incidents and unplanned service outages and submitted in writing to government management.
• Establish (or update) Known Error Database (KEDB); document workarounds and generate known-to-error sub-processes to facilitate quicker diagnosis and resolution for future Incidents.
• Proactively monitor Automated Call Distribution (ACD) calls, Incidents, and Service Request workflows, processes, and queues to identify and address performance issues impacting service delivery.
• Ensure non-IT requests are properly routed to appropriate support organizations.

Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:

• Update tickets…