Tier 2 Support Specialist II - U.S. Citizenship Required
About The Position
ZenPoint Solutions LLC (“ZenPoint Solutions”) is a rapidly expanding Information Technology (IT) services company in the federal sector. We foster a thriving, ambitious work environment that prioritizes employee well-being and a positive company culture. We invite you to join our team and help us shape a dynamic future as we deliver innovative solutions to address the nation's most critical IT missions. Clearance Requirement: Candidates must hold and maintain an active Secret clearance Work Location: Beltsville, MD Work Schedule: Requires five (5) days onsite at the customer's facility Position Overview: ZenPoint Solutions is seeking a Tier 2 Support Specialist II responsible for providing advanced technical assistance and problem resolution to customers. This role serves as an escalation point from Tier 1 support, handling more complex issues that require in-depth technical knowledge and troubleshooting skills. The Tier 2 Support Specialist will work to ensure customer satisfaction by diagnosing, researching, and resolving technical problems in a timely and effective manner. They will also contribute to the development of knowledge base articles and training materials to improve overall support efficiency.
Requirements
- Candidate must be a United States Citizen and present proof of Citizenship, if selected
- Bachelor's degree in Information Technology, Computer Science, or a related field
- 3+ years of experience in a technical support role, with at least 1+ years in a Tier 2 capacity
- Strong knowledge of operating systems (Windows, macOS, Linux), hardware, software applications, and networking concepts
- Experience with troubleshooting and resolving complex technical issues
- Excellent problem-solving, analytical, and diagnostic skills
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
- Customer-focused attitude with a commitment to providing excellent service
- Ability to manage time effectively and prioritize tasks
- Strong documentation skills
Nice To Haves
- Experience with remote support tools
- Experience with cloud technologies (e.g., AWS, Azure, Google Cloud)
- Experience with database systems
Responsibilities
- Provide advanced technical support to customers via phone, email, chat, or other support channels
- Diagnose and resolve complex hardware, software, and network issues
- Escalate unresolved issues to Tier 3 support or engineering teams, providing detailed information and documentation
- Reproduce customer issues to aid in problem resolution and root cause analysis
- Collaborate with other support team members, engineers, and developers to resolve customer problems and improve product quality
- Monitor system performance and identify potential issues
- Perform system configuration, updates, and maintenance as needed
- Manage and prioritize multiple support cases effectively
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals
Benefits
- health, dental, and vision insurance
- group and voluntary life insurance
- short-term and long-term disability insurance
- 401(k)-retirement plan with company matching contributions
- flexible spending accounts
- generous paid leave policy, including federal holidays
- professional development opportunities
- tuition assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
