Tier II Technician

Albuquerque - New Mexico (NM), 87110


Job Description:

Summary / Description
We are currently seeking a motivated, career and customer service oriented Help Desk Analyst – Mid to join our team to begin an exciting and challenging career with Unisys Federal Systems.

  • Provides remote support to users for network and desktop hardware and software problems.
  • Picks up calls from users, diagnoses problems and recommends solutions per script. Refers on non-resolved problems.
  • Typically provides Tier 2 support. First level technician (limited/basic technical skills required).
  • Address and resolve basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Use the appropriate categories for logging incidents and requests.
  • Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
  • Ensure the end-to-end customer experience and provide a single point-of-contact for the customer
  • Log and track incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
  • Document resolutions and updates self-help and staff knowledge bases.

  • Must possess at least 3 years of relevant work experience and a bachelor’s degree in a related field from an accredited university.
  • Must be US Citizen
  • Must pass Secret Clearance

About Unisys
Do you have what it takes to be mission

Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.

Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at

Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity


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