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Technical Help Desk - Tier 2

  • NW Staffing Resources
  • Hillsboro, OR, USA
  • Jun 07, 2018
Full time Information Technology

Job Description

We are partnering with a company that has a government contract and will be hiring up to 20 help desk technicians in the Hillsboro, OR area. These positions are temp to hire, not contract. After reaching the temp to hire agreement with NW Staffing Resources, you will be hired on by our client as a full time employee.

Please Note: These positions require candidates to have an existing/active secret security clearance in order to be considered for hire. NW Staffing Resources will also be conducting criminal background checks for any candidates who have been made an offer as well.

Job Summary:

The Technical Help Desk Specialist is responsible for first and second level support for all systems and services supported by the government agency. This position provides effective diagnostic evaluation of end-user customer needs, and in call cases uses good judgment, responds in a timely manner, and resolves issues and complaints to the customer’s satisfaction. This position also requires accurate documentation and tracking to ensure timely resolution. Support and demonstration of company values and expectation for customer satisfaction are fundamental to this team. Additionally, you must comply with all physical, data, and IT security, and health, and safety policies and procedures.

Essential Duties and Responsibilities:

  • Responds to and diagnoses problems through discussions with end-users.
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Provides support to end users on a variety of issues and serves as focal point for customer concerns.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.

Desired Skills:

  • Ability to assess each customer’s IT knowledge levels
  • Ability to deal with difficult callers
  • Good analytical and problem solving skills
  • Up-to-date technical knowledge
  • An in depth understanding of the software and equipment your customers are using
  • Excellent interpersonal and customer care skills
  • Ability to perform accurate records keeping


This position requires a Secret clearance, an IAT-II relevant certification (CompTIA Security+), and a DoD Computing Environment (CE) certification.