Tier II Deskside Technician, Triage

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct initial assessment of incoming IT incidents and service requests received through phone, email, chat, and the ServiceNow self-service portal.

• Collect diagnostic information to ascertain the nature of each request.

• Classify and prioritize tickets in accordance with J6 Impact and Priority Based Incident Categorization protocols.

• Perform basic Tier I troubleshooting to resolve straightforward issues on first contact before escalating to Tier II teams.

• Direct unresolved incidents and service requests to the appropriate deskside, remote support, or specialized teams.

• Record triage activities in ServiceNow, ensuring accurate categorization, prioritization, and initial troubleshooting notes.

• Oversee incoming ticket queues to ensure new requests are triaged within established response timeframes.

• Interact with end users to gather necessary information for effective triage and routing.

• Identify recurring issues or trends and escalate them to the Problem Manager or team leads.

• Ensure that routed tickets include adequate documentation for the receiving technicians.

• Engage in triage process reviews and propose enhancements to routing procedures and categorization frameworks.

⛳️ Requirements

• Active Secret security clearance at the time of award.

• Proven ability to independently utilize systems analysis techniques and specialized technical knowledge to carry out initial technical analysis, categorization, and routing of IT incidents without constant direct supervision.

• Capability to exercise discretion and independent judgment in routing decisions, determining categorization and priority, and recognizing patterns that require escalation to Problem Management.

• Familiarity with IT service management practices, ITIL incident and problem management, enterprise endpoint computing, common business applications, and J6 categorization frameworks.

• Strong analytical and problem-solving skills, demonstrating effective pattern recognition and routing accuracy in a high-volume IT triage setting.

• Excellent customer service orientation and the ability to communicate clearly and patiently with users of varying technical expertise.

• Proficiency in prioritizing and executing tasks across multiple concurrent triage decisions in a high-pressure environment.

• Strong written, oral, and interpersonal communication skills; ability to present information in a user-friendly manner and create clear handoff documentation.

• Capability to research PC and software issues and related products.

• Highly self-motivated and directed; able to operate with minimal supervision in a remote work setting.

• Exceptional attention to detail and stringent documentation standards consistent with DoD compliance requirements.

• Team-oriented and skilled in collaborating within a remote work environment.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline, or an equivalent combination of advanced vendor certification and directly relevant professional experience accepted in lieu of a degree.

• Five or more years of progressively responsible professional experience in IT incident triage, service desk operations, or IT systems analysis.

• ITIL v4 Foundations certification.

• CompTIA Security+ certification.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Supportive team environment and collaborative culture.