Computer Specialist Tier II

Job Description Job Description Essential Duties: MUST HAVE AN ACTIVE TOP SECRET CLEARANCE · Experience performing service desk side support activities. · Providing Support for laptop/desktop/workstation computers. · Application Support · All personal computer (PC) coordination, planning, implementation and support · Provide technical services to operate and maintain desktops, laptops, tablets, smartphones, printers, and computer peripherals. · Serves as a contact point between users, IT services, and the supported user organization · Responds to escalated customer service requests in ServiceNow, updates troubleshooting steps and provides resolutions. · Create and escalate Tier 3 tickets for all requests that fall outside the scope of work covered in Tier 2 support; · Provide desk side support once all information is gathered and telephone consultation proves inadequate to resolve the user's problem; · Image, deploy, troubleshoot, and fix desktop, notebook, Smartphone, and personal digital assistant computers, and any other device families deployed in the future · Provide basic telephone support such as connecting telephones, troubleshooting phone port issues, end user support related to voicemail setup, and requesting phone or side car configuration · Identify, create, and update standard operating procedures for all Tier 2 activities · Creating, updating and closing out tickets for all support requests coming into the help desk.

Minimum Experience, Education and Certification · 3 years experience in a help desk environment providing excellent customer support · Experience maintaining desktop computers, notebooks, tablets, smart phones, computer peripherals, and other similar devices · Experience with Microsoft Office, Microsoft Outlook, Microsoft Project, Tableau, Adobe Creative Suite including Photoshop, and Adobe Acrobat Professional . Excellent communication skills Physical Requirements: While performing the duties of this job, the employee will operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. The person in this position frequently communicates with end-users, Must be able to exchange accurate information in these situations.

Must be able to remain in a stationary position 95% of the time. Work Environment: Work primarily in a climate controlled environment with minimal safety/health hazard potential.

Sedentary, sitting, walking, occasional lifting (overhead waist level from floor), bending, frequent near vision use for reading and computer use; frequently fast paced environment. This is not a comprehensive list of duties. Duties may change without notice in management’s sole discretion. Company Description Applied Computing Technologies Inc. is a Service Disabled Veteran Owned company Company Description Applied Computing Technologies Inc. is a Service Disabled Veteran Owned company