DOC - EXCEPTION Area 5 Chester County SCI Chester Help Desk Level 2
DOC - EXCEPTION Area 5 Chester County SCI Chester Help Desk Level 2
Posted on :
11-10-2024
Employer Active
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
100% ONSITE.
Help Desk Analyst Tier 2 technical support for hardware and software with 5 years of experience.
The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below.
Role Description:
Manage expectations at all levels: customers/end users executive sponsors.
Ensure quality standards are followed.
Monitor the teams open backlog of support issues and reassign issues as necessary to ensure they are closed per agreed upon service levels.
Act as the escalation point for high priority support issues.
Able to make recommendations on policies on system use and services.
Calls software and hardware vendors to request service regarding defective products.
Acts as a subject matter expert for one or more custom or COTS applications.
Talks to programmers to explain software errors or to recommend changes to programs.
May work as inhouse consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Write software and hardware evaluation and recommendations for management review.
Write or revise usertraining manuals and procedures.
Develops training materials such as exercises and visual displays.
Train users on software and hardware onsite or in classroom or recommend outside contractors to provide training.
Provides technical assistance support and advice to end users for hardware software and systems.
Provides handson technical assistance to business and technical users.
Investigates and resolves computer software and hardware problems of users.
Serves as a contact for level 1 support.
Serves as a contact for users having problems using computer software hardware and operating systems and escalates as necessary.
Determines whether problem is caused by hardware software or system.
Answers questions applying knowledge of computer software hardware systems and procedures.
Talks with technical and nontechnical coworkers to research problem and find solution.
Asks user with problem to use telephone and participate in diagnostic procedures using diagnostic software or by listening to and following instructions.
Experienced with a variety of calltracking software and systems.
Reads trade magazines and engages in independent study to maintain current industry knowledge.
Follow quality standards and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Strong communication skills; both written and spoken.
Role Description:
Manage expectations at all levels: customers/end users executive sponsors.
Ensure quality standards are followed.
Monitor the teams open backlog of support issues and reassign issues as necessary to ensure they are closed per agreed upon service levels.
Act as the escalation point for high priority support issues.
Able to make recommendations on policies on system use and services.
Calls software and hardware vendors to request service regarding defective products.
Acts as a subject matter expert for one or more custom or COTS applications.
Talks to programmers to explain software errors or to recommend changes to programs.
May work as inhouse consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Write software and hardware evaluation and recommendations for management review.
Write or revise usertraining manuals and procedures.
Develops training materials such as exercises and visual displays.
Train users on software and hardware onsite or in classroom or recommend outside contractors to provide training.
Provides technical assistance support and advice to end users for hardware software and systems.
Provides handson technical assistance to business and technical users.
Investigates and resolves computer software and hardware problems of users.
Serves as a contact for level 1 support.
Serves as a contact for users having problems using computer software hardware and operating systems and escalates as necessary.
Determines whether problem is caused by hardware software or system.
Answers questions applying knowledge of computer software hardware systems and procedures.
Talks with technical and nontechnical coworkers to research problem and find solution.
Asks user with problem to use telephone and participate in diagnostic procedures using diagnostic software or by listening to and following instructions.
Experienced with a variety of calltracking software and systems.
Reads trade magazines and engages in independent study to maintain current industry knowledge.
Follow quality standards and displays strong customer service skills.
Able to work in a team environment.
Complete assigned tasks.
Strong communication skills; both written and spoken.
Skill
Required / Desired
Amount
of Experience
Tier 2 technical support for hardware and software
Experience with call tracking and ticketing software
Provides user training documentation manuals
Managing and assigning support issues
4 year college degree in field of specialty or equivalent experience
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
