RDSS (Desktop Support Engineer)

Service Support:

* Acts as a level 2 support for technical issues, or escalation point from Level 1 Service Desk support

* Able to resolve technical issue remotely within the given SLA

* Provides technical support via remote connection (BeyondTrust) to large enterprise agency users

* Resolves software installation and software upgrade issues via Software Center/CCMCache

* Resolves access, sign-in issues, and general usage of M365 Office account

* Generates logs and screenshots required to escalate to third-party vendors

* Troubleshoots basic network connection issues

* Proactively shares and collaborates with colleagues for knowledge-sharing