Tier Two Help Desk Analyst

Location: Birmingham AL

Job Type: FullTime Onsite

About Us:

Deploy is a talent solutions firm comprised of a community of highly vetted technology professionals.

Our dedicated team is growing and we are looking for a skilled Tier 2 Help Desk Technician for one of our clients to join us in Birmingham AL. This role is perfect for someone with a strong technical background and a passion for customer service.

Job Summary:

The Tier 2 Help Desk Technician will provide advanced technical support to endusers by troubleshooting and resolving complex hardware software and network systems issues. This position requires a proactive approach to problemsolving excellent communication skills and a thorough understanding of IT infrastructure and applications.

Key Responsibilities:

Technical Support: Diagnose and resolve escalated technical issues related to desktops laptops printers and mobile devices. Troubleshoot software applications operating systems and network connectivity problems.

Incident Management: Manage and prioritize support tickets according to urgency and impact. Provide detailed documentation and updates on ticket status and resolution.

Customer Service: Deliver exceptional customer service by addressing user concerns professionally and effectively. Communicate technical information clearly to nontechnical users.

System Maintenance: Assist in maintaining and updating IT systems including performing system upgrades patches and backups. Collaborate with IT teams to implement new technologies and enhancements.

Knowledge Base: Contribute to developing and maintaining knowledge base articles FAQs and support documentation. Share insights and best practices with the team.

Collaboration: Work closely with Tier 1 support and other IT staff to resolve complex issues and provide guidance on advanced troubleshooting techniques.

Training and Support: Provide training and support to Tier 1 staff as needed. Assist with the onboarding process for new team members.

Qualifications:

Experience: A minimum of 24 years of experience in a help desk or technical support role with a strong focus on Tier 2 support.

Technical Skills: Proficiency in troubleshooting Windows and macOS operating systems common software applications (e.g. Microsoft Office Suite) and network connectivity issues. Experience with Active Directory VPN and remote desktop tools is a plus.

Certifications: Relevant certifications such as CompTIA A Network or Microsoft Certified Professional (MCP) are preferred.

Education: An associates degree in Information Technology Computer Science or a related field or equivalent work experience.

Skills: Excellent problemsolving abilities strong analytical skills and the ability to work under pressure are essential. Exceptional communication and interpersonal skills are also essential.

Remote Work :

No