Tier II Help Desk

Overview This position provides primary support for the enterprise desktop hardware and software via remote tools, hands-on support as well as phone support for local and remote users.

This role relies on experience and judgment as well as pre-established procedures and instructions to identify, research, and resolve technical problems escalated from Tier I.

Documents, tracks, and monitors the problem to ensure a timely resolution.

This position performs at a moderate to complex level of complexity with a high level of proficiency under general supervision.

Desired Skills/Experience
• Demonstrated experience in a Tier 2 Desktop Support role
• Strong knowledge of Windows 10 (imaging/deployment, troubleshooting, etc.)
• Experience troubleshooting and supporting Microsoft 365 services and applications (Office Pro Plus, Outlook/Exchange Online, Teams, etc.)
• Experience/exposure to software deployment tools such as Microsoft SCCM/Endpoint Configuration Manager
• Customer focused – demonstrated experience providing exceptional customer service
• Effective written and verbal communication skills and the ability to explain technical issues to those with varying levels of technical background
• Proactive, self-starter with the ability to continually learn and adapt to new technologies Job Requirements: Provide support in troubleshooting desktop software/hardware problems for end users Resolve technical hardware and software issues Procuring computer hardware and software Provide help desk support for hardware problems to manufacturing users Resolve hardware and software problems Resolving software and hardware problems Provide end-user hardware and/or software support Providing technical assistance to end users by troubleshooting hardware and software issues on computer systems Resolve end-user hardware/software problems to the end users satisfaction Resolving hardware and software customer issues Help resolve any hardware or software problems Provide end-user software troubleshooting and support Installing and troubleshooting hardware and software Provide end-user support to computer users Troubleshoot hardware and network connectivity issues Provide assistance and support to end-user software and hardware troubleshooting Installing hardware and software systems Diagnose and resolve technical hardware and software issues Troubleshoot and resolve users’ hardware and software issues Upgrade software on end user computer