Service Desk Tier 2

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.

• 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.