{"id":2591156,"url":"https://alion.io/job/tatitlek-service-desk-tier-2","title":"Service Desk Tier 2","company":{"id":4423498,"name":"The Tatitlek Corporation","domain":"tatitlek.com","url":"https://alion.io/company/tatitlek","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Worth, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":42000,"max_usd":80000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":608},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T05:58:04Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-26T12:01:07Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Overview\nSUMMARY:\nThe Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level. Tier 2 technicians shall be responsible for responding to and resolving “IT” Service Desk tickets on a timely manner. The persons assigned to this function will work directly with end users either remotely or at the customer’s location until the incident or request is resolved. The contractor filling this position shall also be able to perform all duties and responsibilities at the Service Desk Tier 1 position level.\nESSENTIAL DUTIES AND RESPONSIBILITIES:\nAnalyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.\nAsk probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.\nIf the incidents or problems are identified as major and require a code or configuration change, the Tier 2 Support team routes the ticket to the Tier 3 Support team.\nEDUCATION AND EXPERIENCE:\nGeneral understanding and knowledge of the Microsoft computing environment.\nAt least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests.\nAt least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy).\nAt least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software.\nCompTia Network+, or A+ is required, Network+ preferred for this position.\nSKILLS, KNOWLEDGE AND ABILITIES:\nMust possess a good understanding of basic networking technologies; e-mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and shall possesses good written and oral communication skills.\nPHYSICAL REQUIREMENTS:\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nWORK ENVIRONMENT:\nWork Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nJob is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.\nSUPERVISORY RESPONSIBILITIES:\nNone.\nADDITIONAL QUALIFYING FACTORS:\nAs a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results.\nAs an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people. Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment. We support and obey laws that prohibit discrimination everywhere we do business.\nBENEFITS:\nFor more information please visit https://careers-tatitlek.icims.com/","description_format":"text","description_chars":3826,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Infrastructure & Networking Services","Facilities Management","Engineering Services","Investment Holding Companies"],"lifecycle":[{"event":"open","at":"2026-10-15T05:58:04Z"}],"visa":[],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.644,"p_room":0.55,"age_days":10,"expected_fill_days":8,"reasons":["conf:2","velocity","win:tail","comp:junior,brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/tatitlek-service-desk-tier-2","json_url":"https://alion.io/job/tatitlek-service-desk-tier-2.json","meta":{"generated_at":"2026-10-26T12:24:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16962,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4423498},"rest":"https://alion.io/mcp/rest/get_company?id=4423498"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftatitlek-service-desk-tier-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftatitlek-service-desk-tier-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftatitlek-service-desk-tier-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tatitlek-service-desk-tier-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftatitlek-service-desk-tier-2"}]}