Desk Side Support Specialist - Tier 2 Must be able to obtain a Public Trust Pay Rate 26.00 - 28.00 per hour Military or Government Contract Background is a plus Site addresses: Brookhaven Site Office, 53 Bell Avenue, Upton, NY 11973 Princeton Site Office, 100 Stellarator Rd., Princeton, NJ 08540 100% onsite at one of the locations above each workday Job Description Contracting position for Tier 2 Service Desk, supporting the Office Information Technology and Services at our Brookhaven and Princeton Site Offices, a division of the Department of Energy. • Serving as a Deskside Technician, customers seeking technical assistance upon escalation from Tier 1 - SC Service Center. • Performing deskside and remote troubleshooting through diagnostic techniques and pertinent questions. • Determining the best solution based on the issue from details provided by customer, knowledge base, and internet resources. • Looking for a competent Deskside Technician to provide fast and useful technical assistance with computer systems. You will answer support calls on technical issues and offer advice or visit users to solve them. • An excellent Deskside Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with challenging issues and customers. Excel in self-motivation and discipline with limited oversight. • Travel is required for this position going between Brookhaven Site office and Princeton Site office. Responsibilities • Serve as the deskside support for customers seeking technical assistance • Perform troubleshooting through diagnostic techniques within the Windows environment. • Determine the best solution based on the issue and details provided by customers • Competently answer questions and address issues reported by users • Have working knowledge and understanding of ITIL best practices • Accurately and comprehensively enter, update, and close customer tickets within the ServiceNow ticket tracking system to include problem and resolution. • Follow-up and update customer status and information • Pass on any feedback or suggestions by customers to the appropriate internal team • Create knowledge documentation when required • Have self-determination, discipline for accomplishing work and maintain a good work schedule Tech savvy with working knowledge looking for software support expertise, SCCM usage, Mobile Data Management familiarity, Active Directory knowledge, Operating System knowledge (Windows OS) and support, Outlook client and/or O365 client support experience; MS Office support experience, RSA/Entrust experience (basic encryption support experience). Must be proficient with setting up Android and iOS devices. Ability to diagnose and resolve technical issues through experience and research. Proficiency in English Excellent communication skills Customer-oriented and cool-tempered