Help Desk Tier 2

Description & Requirements

The Help Desk Specialist Tier 2 will provide support to end users on a variety of issues.

This position will identify, research, and resolve technical problems.

Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, email and personnel requests for technical support.
- Identify, research and resolve technical problems.
- Document, track and monitor problems to ensure timely resolution.
- Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
- Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.
- Correct application issues, solve network and security problems and identify common PC software and hardware problems.
- Provide hardware support of PCs and laptops, such as installing replacement hardware or upgrading hardware.
- Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals.
- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.

Project Specific Essential Duties and Responsibilities:

- Diagnose, resolve, and follow up on issues relating to various user concerns

- Provide remote support and resolve issues for users whom may be at remote offices or home office users

- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or on-line documentation repository

- Assist in troubleshooting advanced technical issues within the network and telecommunications environments

- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment

- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations

- Identify areas deserving attention in the technical support environment, and consult with management

- Ensure tickets are accurately documented and resolved in a timely manner

- Work within the team framework created by management and work with team members on assigned projects

- Work tasks as assigned which include but not limited to email, chat, ticketing system, and all applicable queues.

- Handles customer support requests that cannot be solved by Tier 1.

- Forward support requests not resolved by Tier 2 as required by following established procedures.

Minimum Requirements

- High School diploma or equivalent with 2 - 4 years of experience.

Project Specific Background & Experience Required:

- May have additional training or education in area of specialization

- Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies

- Experience with and/or ability to use call center telephony equipment

- Experience in ...