Job Description

Position Summary

The Tier 2 Technician has a mix of technical and customer service skills, and exhibits a passion for technology and helping people.  Through analysis, repair, and maintenance, the Tier 2 Technician ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally.  The work must be performed in a way that MFA staff values the IS&T service and is willing to recommend our services to others.  The Tier 2 Technician addresses assigned incidents and problems in a timely manner, consistent with applicable SLAs and established Solutions Center protocols.   Assignments will often require work outside of normal business hours based on project requirements.  Local travel to remote MFA sites is required in order to support the local client and network computer hardware, software, systems, and related peripheral equipment.

Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

1. Exemplifies superb customer service skills in assisting internal customers throughout the organization.

2. Self-motivated, directed, and passionate about technology

3. Adheres to standard concepts, practices, and procedures

4. Maintains an understanding of MFA-wide hardware and software applications

5. Performs Tier 2 support via telephone utilizing remote control tools as well personal interactions directly with MFA staff

6. Travels locally to to remote MFA sites primarily in the DC Metro area to provide support for the hardware, software, telephony, and infrastructure equipment

7. Assists with triaging IS&T Department tickets, ensuring that all tickets are appropriately assigned or closed

8. Works with MFA staff to keep operations and practice systems in working order to meet their needs

Qualifications

Education            

• Bachelor’s degree in an appropriate field preferred, or an equivalent combination of experience and training.
• ITIL Certification preferred
• Scrum and Agile Certification preferred
• Microsoft Technology Associate applicable certifications (TBD with manager)

 Experience        

• This position requires a minimum of three years of hands-on technical experience in a customer facing networked environment, a working knowledge of Microsoft operating systems and MS Office products.