Personal Computer Support Technician (Tier II)

Personal Computer Support Technician (Tier II)#26-00119 Rockville, MD All On-site

Contract Job Description Job Description:

We are actively seeking a Personal Computer Support Technician to join our team as we strive to elevate and innovate our organization. Our mission centers on delivering user-focused IT solutions for our Centers of Medicare and Medicaid (CMS) customer base. This initiative demands continuous innovation and the ability to create seamless experiences across CMS systems, applications, and solutions. By proactively developing secure IT integrations and designs, we aim to unify end-user devices, infrastructure hardware, software, and applications, ensuring a smooth and intuitive experience for all users while safeguarding critical data. In this pivotal role, you will provide comprehensive support 6am to 6pm for computer workstations, printers, peripherals, mobile devices, and teleconference equipment. Success hinges on exceptional communication, technical proficiency, and analytical abilities. The ideal candidate will demonstrate a track record of resolving technical client issues within a service desk environment, possess strong troubleshooting skills, and be adept at analyzing data to identify the root causes of application problems. Collaboration is key, as you will work closely with both the Customer Support Service team and the Executive Support team to address user concerns promptly and professionally. As a member of our team, you will be expected to master all relevant products and actively contribute to new product features and testing initiatives. Your daily responsibilities will include diagnosing and resolving technical issues via phone and email, guided by our ticketing system, and ensuring timely and accurate support. Please note that due to the primary building not being open, you will be required to temporarily work from our DC Office (200 Independence Ave S.W.) until your designated office opens.

Primary Responsibilities:

• Install, configure, troubleshoot, repair, and test various technology equipment—including workstations, printers, video teleconferencing equipment, and peripherals—under the guidance of the Customer Support (Tier 2) Lead, following established policies, procedures, and Knowledge Base Articles (KBAs).
• Perform software and hardware upgrades and repairs, recommending process improvements.
• Support the Executive Support team with executive user requests.
• Mentor Tier 1 agents on issue identification and categorization, using active listening and analysis to expedite future resolutions.
• Review and provide feedback on Tier 1 and Tier 2 knowledge articles to empower Tier 1 agents and minimize call transfers.
• Field calls from users and Tier 1 agents, deliver expert-level support, resolve tickets remotely, and prioritize first-call resolution.
• Train users on hardware, software, and mobile devices according to existing KBAs.
• Monitor asset performance and proactively address issues.
• Identify and respond to potential problems before escalation.
• Work independently and as part of integrated teams.
• Conduct root cause analysis and resolve complex issues.
• Be available for after-hours or weekend support as needed, including on-call emergency support.

Basic Qualifications:

• Associate degree and at least three years of relevant experience (additional experience may substitute for degree).
• Proficiency with ServiceNow ITSM tool and Active Directory account management.
• Strong customer focus, efficient problem resolution, and clear communication.
• Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
• Ability to work effectively in teams and independently.
• Excellent analytical and problem-solving skills.
• Ability to explain technical concepts to diverse audiences.
• Enthusiasm for learning and teaching new technologies.
• Skill in building productive relationships with colleagues and customers.
• Collaborative, empathetic, and dedicated to understanding users' needs.
• Ability to express views diplomatically, even when they may be unpopular.
• Strong active listening and information synthesis skills.
• Organized, reliable, and committed to meeting deadlines.
• Eligibility for public trust clearance.
• Must have lived in the United States for at least three of the last five years.

Preferred Qualifications:

• Experience with JIRA for project and task updates.
• Technical certifications such as MCP, Dell/EMC, CompTia A+, or Network+.