Tier 2 Operations & Maintenance (O&M) Hardware Support Roles & Responsibilities:
Perform Service Operations and support Service Transition activities for IT infrastructure to include desktop computers, thin clients, servers, telephones, cabling, and administration
Maintain current technical knowledge to resolve complex issues requiring detailed systems and applications understanding
Install, upgrade, repair, support customer baseline equipment and related devices
Perform daily systems checks, datacenter walkthroughs for alerts/ alarms, degradation of services or systems
Perform anomaly, incident resolution, request fulfillment, Install Move Add Change Disposal (IMACD) support, Trusted Agent support, asset & configuration management of the operational baseline, support overall incident and change management
Troubleshoot, diagnose, isolate, and resolve system service failures to meet program resolution timelines (Critical, Essential and Support)
Reseat cards, reboot hardware, replace hardware components, and replace cabling
Re-image or reload software to approved baseline standard, run diagnostics to repair storage disc or corrupted files
Customer service oriented with ability to explain technical terms in a user-friendly way, and work with our customers to properly diagnose system issues and recommend solutions
Provide situational awareness to operations leadership: technicians on incident troubleshooting actions, coordination, and resolution status
Communicate incident ticket: change request updates with managers, team members, service providers, customers, and stakeholders
Update incident: change documentation, configuration management database (CMDB), knowledge articles, training resources and other documentation
Support non-standard surge services for special projects and high visibility activities as directed
Collaborate with internal and external customers, agencies, and service providers
Support incident, problem, change management resolution activities to include Technical Exchange Meetings (TEMs)
Provide process improvement recommendations and integrate support best practices.
Participates in special projects as required.
