Support Specialist II (Enterprise Helpdesk)

Ref ID: 00340-0011938557 Classification: Help Desk Analyst II Compensation: DOE Our client is seeking a Support Specialist II who will coordinate, diagnose, and troubleshoot incoming global employee calls, tickets, and external webmaster candidate emails.

They provide support services to employees and candidates with technical problems and information technology issues involving desktop from local personnel and field office employees as well as employees using network remote access.

The Support Specialist provides timely resolution of problems or escalation on behalf of customer or candidate to appropriate technical personnel.

They provide case (incident) status updates to management and end-users.

The Support Specialist supports and maintains effective relationships with users.

They adhere to standard operating procedures and customer service guidelines relating to remote IT support.

This role is 100% remote.

Specific responsibilities will include: -Answer front-line support calls from corporate and field users with the ability to assist users with “how to questions” on various technical issues.

-Troubleshoot and resolve computer, network, and/or software issues including basic terminal server user maintenance from corporate and field users.

Document all support incidents into the support team incident tracking database.

-Contribute to support team knowledge base on a regular basis with current and relevant customer and team documentation.

-Able to help spot trends and work to validate solutions.

-Assign tasks to third-level support and/or IT escalation teams for further assistance.

Job Requirements: -High School diploma or equivalent.

College degree preferred.

-2 years’ technical support experience preferred.

-MCSE or equivalent experience preferred.

-PC troubleshooting knowledge.

-Medium level of experience with using Microsoft Office Suite.

-Good understanding of Windows OS.

-Ability to respond to phone calls, emails and incidents 80% of an 8 hour day at a desk in a cube environment.

-Enter via keyboard information into a CRM database.

-Make decisions as to what issues and to which department to escalate problems while gauging the impact and priority of these issues for our customers.

-Assist Level I technicians with troubleshooting.

-Ability to meet department standards.

-Occasionally attend meetings in person and sometimes through conference calls.

-Ability to perform work with limited instruction.

-Consults with Level 3 or Lead/Supervisor as needed or on issues that require approval and exceed limit of authority.

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