Help Desk Tier 2 - Senior

Provides Tier 2 desktop support to users for PC, server, mainframe applications, and hardware including but not limited to operating systems, email, standard desktop applications, printers, mobile devices and other standard end user managed tools, HW, and peripherals. Images new computers using a standard-image as well as securely wiping hard drives. Provisions and de-provisions equipment and accounts in support of during end user on- and off- boarding. Documents, tracks, resolves, and reports on incidents and requests using the designated ticketing system. Has senior technical skills and understanding of the technical environment. May interact 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. Maintains currency and high level of technical skill in field of expertise. Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2. Must be able to provide occasional surge and Battle Assembly Weekend support.