Unisys Federal Systems

Enterprise Service Desk Level 2 Agent

US-HI-Ft. Shafter
Req ID
Federal Systems
Customer Service/Support
Travel Percentage

Summary / Description

Position Summary / Responsibilities:

We are seeking motivated, career and customer oriented Enterprise Service Desk Level 2 Agents

interested in joining our team in Ft. Shafter, HI, and exploring an exciting and challenging career with Unisys Federal Systems.


Role Summary:

Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher level of expertise within or outside of the organization. May be called on to conduct training sessions for new technologies or concepts for all staff. Mentors and coaches new employees through the onboarding and initial training process and may supervise a small group when required.


Role Purpose:

The Level 2 Service Desk Agents will be required to support Unisys Clients and meet contractual service levels by providing a high level of customer service and Tier 1 customer support. They will be required to clearly articulate customer requirements and interface with a variety of second level teams and third party service providers. The Level 2 Agent will deal with the more difficult calls and trouble tickets to the Service Desk that can be varied and complex.  requiring a wide range of technical knowledge and interpersonal skills to assist, diagnose and or resolve issues. The Level 2 agent will also be required to assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.


Key Responsibilities:

  • Ability to resolve more difficult problems with or without remote tools
  • Consistently achieve First Contact Resolution performance metric
  • Accurately document tickets
  • Aware of customer’s time restraints and work within those time limits
  • Keep customer aware of resolution steps – if ticket needs to be dispatched
  • Provide clients with problem reference numbers and request numbers
  • Enter all troubleshooting/resolution steps into the trouble ticket
  • Understanding of SLA requirements for the client
  • Assist in cross training and communicate quick fixes
  • Manage time and workload to meet predetermined service levels
  • coaching/mentoring lower skilled workers



Position Requirements: 

  • Current Security Clearance - SECRET
  • Windows 10 or MCP certification
  • CompTIA Sec+ Certification
  • ITIL Foundations Certification
  • High School Diploma or equivalent and a minimum 2 years of Enterprise Level IT Service Desk experience.

**Ability to provide technical support in Japanese highly desireable


About Unisys

Do you have what it takes to be mission critical?


We are always looking for team members that have what it takes to be mission critical.   At Unisys Federal Systems, our team supports 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.


Our team members 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 www.Unisys.com.

Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.


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