Job DescriptionWe have an exciting opportunity with the government to provide Tier 2 Service Desk support for their IT Operations Support division. Duties include:* Analyze and troubleshoot technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).* Investigate elevated client support issues to confirm the validity of the problem, research known solutions to the related issue.* Utilize various diagnostic tools to identify root cause of hardware, software, network, and connectivity issues.* Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also perform on site troubleshooting as required.* Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine best solution. Validate results and make findings available for future troubleshooting and analysis.* Contribute toward the research and development of solutions to new and unknown issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with our initiatives, client expectations as well as meeting SLAs.* Provide technical escalation support to all Tier I and II Analysts for assigned customers.* Work with the Service desk lead to coordinate the training of level 1 and level 2 Service desk team members on advanced IT topics networking, collaboration technologies and cybersecurity.* Disseminate customer communications internally and publish to Analysts as needed.* Periodically meet with US Mint stakeholders to discuss status and provide continual improvement strategies.* Continuously recommend improvements in process and procedure to improve operations.Good verbal and written communication skills a must.We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ...@insightglobal.com .To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .Skills and RequirementsBS Degree in Computer Science or Information Systems or Equivalent Experience* 2+ Years experience as a Tier 2 Service desk engineer* Experience with a ticketing system such as ServiceNow* Active Directory Administration* MacOS/iOS experience* VPN Troublshooting* VTC experience* Ability to interact at all levels of management internally, and with customers and vendors* Excellent follow-through* Takes initiative and doesn't need constant instruction* Must be able to multi-task and manage time amongst clients* Willingness to learn new tech and advance your career in the IT industryGood verbal and written communication skills a must. * Security+ Certification* ITIL Foundation Certification* Network Troubleshooting Experience* An extensive amount of experience in basic computer troubleshooting* A+ / Network + / Security+/MCSA / MCSE are a plus, but not required* SCCM operational experienceMacOS administration nullWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ...@insightglobal.com.