Conviso Inc is hiring Tier II support Specialist, this is an Onsite position & comes with benefits, 401K & some accrued PTO. The ideal candidate will provide Tier II support for customer related IT issues that are escalated by the Tier I Service Desk for all locations.** Tier II support / End User Support ServicesSecurity Clearance : Active Secret / Tier 3 clearanceLocation: Monterey, CA (on-site required)Primary Responsibilities and ActivitiesTroubleshoot and resolve Tier II issues upon first contact, when possible, for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, and service requests.Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.Support the Team Lead with escalations, major incident management, and customer communications.Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet contractual Key Performance Indicators (KPIs).Accountable for managing ticket queue and prioritizing work based on impact and urgency.Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution. 3-5 years of applicable of experience.*** CompTIA Security+"‹
Job Title
Help Desk Support Specialist