Ref ID: 02000-#######888
Classification: Help Desk Analyst II
Compensation: $55000.00 to $65000.00 yearly
We are seeking a highly skilled and customer-oriented Help Desk Tier 2 Technician to join our dynamic IT support team. The Help Desk Tier 2 Technician will be responsible for providing advanced technical support and problem resolution to end-users, both remotely and in person. As a Tier 2 Technician, you will play a crucial role in diagnosing and resolving complex technical issues, managing escalated tickets, and ensuring the smooth operation of our organization’s IT infrastructure.
- Provide second-level technical support to end-users, including troubleshooting hardware, software, and network-related issues.
- Diagnose and resolve complex technical problems by researching, analyzing, and implementing appropriate solutions.
- Respond to support requests through various channels, such as phone calls, emails, and tickets, in a timely and professional manner.
- Escalate unresolved issues to the appropriate IT teams or third-party vendors while ensuring proper follow-up and resolution.
- Collaborate with Tier 1 technicians to provide guidance, mentorship, and knowledge transfer.
- Assist with user account management, including password resets, access provisioning, and permission changes.
- Maintain accurate records of support requests, activities, and resolutions using ticketing systems or other designated tools.
- Identify recurring issues or patterns and propose preventive measures and process improvements to enhance overall support efficiency.
- Stay updated on emerging technologies, software, and hardware advancements to provide up-to-date technical support.
- Contribute to the creation and maintenance of knowledge base articles, user guides, and documentation to empower self-service support options.
We offer competitive compensation and benefits packages, ongoing professional development opportunities, and a supportive work environment. Join our team of dedicated IT professionals and make a difference in providing exceptional technical support to our organization’s end-users.