Help Desk Level 2
Help Desk Level 2
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1 Vacancy
Job Description
Job Title : Help Desk Level 2
Location : Chester PA (Onsite)
Duration: Long Term Contract
Job Description:
Manage expectations at all levels: customers/end users executive sponsors.
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.
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.
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.
Investigates and resolves computer software and hardware problems of users.
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.
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.
Required/Desired Skills
Skill
Required/Desired
Amount
Your Experience
Tier 2 technical support for hardware and software
Required
5
Experience with call tracking and ticketing software
Required
5
Provides user training documentation manuals
Required
5
Managing and assigning support issues
Required
5
4 year college degree in field of specialty or equivalent experience
Highly desired
Employment Type
Full Time
