Public Trust Technical Support Specialist
Job Summary
To support our government customer, the remote Tier II Technical Support Specialist will provide advanced troubleshooting and problem resolution for complex technical issues, serving as an escalation point for Tier I support while ensuring documentation and collaboration with IT teams.
Key responsibilities
- Serve as an escalation point for complex technical issues that cannot be resolved by Tier I support
- Provide advanced troubleshooting and problem resolution for hardware, software, network, and system issues
- Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system
Required qualifications
- High School Diploma or GED required; Associate's or Bachelor's degree in IT-related field preferred
- 5+ years of progressive customer support experience, with previous Tier II support experience
- Demonstrated expertise in troubleshooting complex technical issues
- Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) within 6 months of employment
- Experience with help desk ticketing systems and remote support tools
Complete Job Description
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