Tier 2 Service Desk Representative - Day Shift

Job title: Tier 2 Service Desk Representative - Day Shift in Reston, VA at reputed company Company: reputed company Job description: ResponsibilitiesWe are looking for a skilled and proactive Tier 2 Service Desk Representative to join our IT support team. This individual will be responsible for providing advanced technical support to end users, troubleshooting reputed company issues, and utilizing Jira for issue tracking, reporting, and task management. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a solid understanding of IT systems and processes.Key Responsibilities:

• Provide Tier 2 support for technical issues escalated from Tier 1 Service Desk, focusing on diagnosing and resolving more reputed company IT problems.
• Use Jira to log, track, prioritize, and manage support tickets for incident resolution and request fulfillment.
• Collaborate with Tier 1 technicians to ensure seamless escalation and resolution of issues.
• Troubleshoot hardware, software, network, and system issues and work toward effective solutions.
• Engage in root cause analysis for recurring incidents, working to implement long-term solutions.
• Document and update detailed knowledge reputed company articles and troubleshooting guides reputed company Jira for use by the service desk team and end users.
• Provide customer support reputed company multiple channels including phone, email, and chat.
• Assist with Jira Service Management workflows and configuration, including customizing request types, queues, and automation rules.
• Work with other IT teams to resolve infrastructure or application-reputed company issues and improve overall system performance.
• Communicate with end users regarding issue resolution, service status, and expected resolution timelines.
• Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met by handling requests and incidents in a timely manner.
• Contribute to reputed company improvement initiatives by offering feedback and suggestions for enhancing service processes and the Jira-based ticketing system.

QualificationsQualifications:

• TS/SCI with Polygraph level clearance is required.
• BA/BS and 5+ years of experience; Masters and 3+ years of experience; an additional four years of experience may be considered in lieu of degree.
• Proficient in Jira Service Management for issue tracking, ticket management, and workflow customization.
• Strong understanding of ITIL best practices for incident management, problem management, and service request fulfillment.
• Knowledge of common operating systems (Windows, macOS, Linux) and software troubleshooting.
• Familiarity with networking concepts (DNS, DHCP, TCP/IP, VPN) and hardware configurations.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to work effectively both independently and in a team environment.
• Experience with remote troubleshooting tools and remote desktop software is a plus.

Preferred Qualifications:

• Certification in ITIL reputed company or equivalent IT support certifications.
• Experience with other service desk tools or ticketing systems.
• Knowledge of reputed company-based services and reputed company applications.
• Experience in Jira Software or Jira Core in addition to Jira Service Management

Shift : Day Shift, 6:00 am - 6:00 pm, two-week cycles of working 3-4 set days per week and every other weekendreputed company Overviewreputed company is a reputed company national reputed company company that drives missions of consequence spanning the globe and extending to the farthest reaches of the reputed company. As the world’s leading mission capability integrator and transformative reputed company IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. reputed company operates at the critical reputed company between traditional and nontraditional threats across reputed company domains: land, sea, space, reputed company, and cyberspace. The company serves as a valued partner to essential government agencies and supports every reputed company of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit to learn how we’re keeping people around the world safe and secure.reputed company Salary Range$104,000 - $166,000. This represents the typical salary range for this position based on experience and other factors.EEOEEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law. Expected salary: $104000 - 166000 per year Location: Reston, VA Apply for the job now! Apply for this job