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Tier 3 Support (Technical Support Engineers)

Job Title
Tier 3 Support (Technical Support Engineers)
Job ID
27099877
Location
Laurel,  MD 20707
Other Location
Description

Job Description

Title:  Tier 3 Support (Technical Support Engineers)

Clearance:  Background Check, Drug Test and Tuberculosis Test Required

Location:  14501 Sweitzer Lane, Laurel MD 20707

Duration: The period of performance of this task order shall be for twenty-four (24) months, and may be extended, upon mutual agreement, with two (2) one-year options.

Education:  Degree in Computer Science or Electrical Engineering, or a minimum five (5) years’ experience in providing service desk technical support.

Preferred Certifications and Qualifications:

  • ITILv3 certification or willingness to obtain it within 3 months after commencing employment
  • ServiceNow or BMC Remedy experience
  • In-depth knowledge of various Microsoft Windows Operating systems, Oracle/MS SQL database, LAN/WAN Networking and IT Network Operations experience
  • Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions
  • Basic understanding of identity and access management
  • Experience in troubleshooting storage and compute issues
  • Ability to logically troubleshoot software issues to determine the root cause and present suggested work-arounds and solutions
  • Proven service desk support experience as well as exhibiting professional client facing skills
  • Ability to support customers using Ethernet connections.
  • Certified or Trained in with Microsoft, Apple, Dell, HP, Lenovo, HDI, ITILv3
  • Minimum A+ Certification
  • Valid Driver’s License and vehicle

Our Client’s IT Department provides centralized information technology services to approximately twenty (20) departments consisting of approximately 1,700 end users. The Service Desk will be a 24/7 helpdesk and currently consists of a call center and field technicians and provides a single point of contact for approximately 1,300 desktops; 800 laptops; 200 iPads; 500 printers; 20 scanners; 10 multifunction units; and 1,000 Avaya telephones. Client provides an Avaya Automatic Call Distribution (ACD) system for the Service Desk Call Center and ServiceNow for incident management ticketing.

Client is migrating from BMC Remedy Service Desk software to a ServiceNow IT Service Management tool for recording and tracking all IT trouble ticket requests, calls, and incidents. Additionally, Client uses Microsoft System Center Configuration Manager (SCCM) is used for desktop and inventory management.

During the 2017 calendar year there were approximately 150 moves (i.e., desktops, printers) 1,947 calls received per month, and 250 password resets performed on average each month. There are approximately 20 staffed Client facilities which include wastewater treatment plants and remote sites.

Job Details:

Tier 3 Technical Support Engineers serve as the final escalation point within the IT Customer Support division. Technical issues that cannot be resolved by Service Desk levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineers. These engineers must be capable of troubleshooting and resolving the most difficult and complicated issues and shall work closely with IT Security, Network Support and Server Operations.  Perform other related duties as assigned.

TechOpps Inc. is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. For more information on our Company, please visit our website at www.TechOpps.net.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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