Help Desk Technician - Tier 2

Responsibilities

• Evaluates issues and escalates as needed to higher-tier and specialized staff.
• Involves user support on software and hardware from base offices or on-site and field desktop locations (main campus, regional sites, medical facilities).
• Performs varying complexities of regular or project-related installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation, resolution and deployment.
• Continues monitoring of escalations of customer issues and requests.
• Communicates, tracks and reports computing environment outages while working with IT personnel and leadership to monitor or assist in problem resolution.

Requirements

• 2+ years of IT Helpdesk Experience in mid-sized to large-scale environments.
• Experience with enterprise ticketing systems such as ServiceNow.
• Experience supporting Tier 2 issues related to User Access, Passwords, Email, etc.
• Outstanding troubleshooting skills with a track record of First Call Resolution.
• Must demonstrate exceptional communication skills with the ability to quickly understand and troubleshoot user issues.
• Strong customer service skills are a must.
• Proven ability to work effectively in team settings.

Skills

• Windows OS, MAC OS, Laptop applications, Desktop applications, Mobile device applications, 3rd Party systems.
• Issues: User Accessibility, Password Issues.

Preferred Skills

• 4+ years of IT Help Desk experience.
• Experience with ServiceNow.
• Experience supporting Educational software like Canvas.
• Technical certifications such as CompTIA A+, Network+, ITIL.

Education

Highschool Diploma Required. Bachelors, Associates Degree, or Advanced Training in a technical field preferred but not required.

Pay

TBD

Schedule

2 Month Contract Assignment