Help Desk Specialist II

Highlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center.

• Receive and resolve Level 2 requests via phone, e-mail, and Service Now ticket system; escalate alerts to appropriate personnel, reboot servers, and utilize multiple data sources and tools in the diagnosis and assessment of system degradation, which include Citrix, Active Directory, Remedy, WhatsUp Gold (WUG): MS Office, Microsoft TEAMS, MS Exchange Management Console, Internet Explorer.
• Escalate and communicate customer issues and network-related alerts to Level 3 NOC staff, management, and administration as defined by policies and escalation procedures.
• Interface between customers/engineers, vendors/providers leveraging Remedy while managing network operations using various network management tools.
• Monitor n...