Service Desk Tier 2

The 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., Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.

• Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
• If 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., Job 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.

• General understanding and knowledge of the Microsoft computing environment.
• At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests.
• At 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).
• At 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.
• CompTia Network+, or A+ is required, Network+ preferred for this position.

SKILLS, KNOWLEDGE AND ABILITIES:

• Must 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., As a condition of employment, must pass a pre-employment drug screening, as well as have acceptable reference and background check results.