Technician 2 - Help Desk

Essential Duties and Responsibilities:

- Provide desktop and operational support to assigned site(s) and remote offices.

- Provide accurate and creative solutions to user problems of a moderate and complex nature.

- Provide timely resolution of user and support issues across company sites.

- Contribute to the success of the team by sharing knowledge and experience both verbally as well as through documentation of knowledge to team knowledge base.

- Install, configure, maintain, and support desktops, laptops, printers, scanners, other PC peripherals and related hardware, as well as remote access devices.

- Install and support a variety of PC operating systems.

- Work within the team framework created by management and with team members on assigned projects to accurately document and resolve tickets in a timely manner.

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

- Use remote desktop software to provide remote support and resolve issues for remote offices or home office users.

- Function as a SME on desktop support process and procedures; make suggestions to improve processes and procedures.

- Provide support to project managers to integrate/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.

Job-Specific Essential Duties and Responsibilities:

- 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.

- 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 GED required and 2+ years of relevant professional experience required, or equivalent combination of education and experience.

Job-Specific Minimum Requirements:

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

- Must have a minimum of 6 months' of production experience in the CMS BOSC program.

- Must be available ...