Help Desk Level 2

Corinth, TX | Perm

Post Date: 04/12/2018 Job ID: 226094 Industry: IT

Help Desk Level II

Denton, TX

 

Primary Position Responsibilities
  • Enters, classifies, prioritizes, monitors, resolves, escalates and closes tickets using a ticketing system.
  • Uses active listening skills and asks probing questions  to determine the customer’ s issue while analyzing the symptoms to figure  out the underlying  cause.
  • Analyzes technical challenges and develops potential resolutions while incorporating the end user’ s point of view.
  • Resolves username and password problems.
  • OS and application troubleshooting
  • Email configuration and troubleshooting
  • Troubleshoots basic network and VPN connectivity issues.
  • Provides mobile device support (iOS, Android and Windows phones & tablets).
  • Software and hardware procurement
  • Asset management (software and hardware), including auditing and remediation
  • Works with advanced level support staff as needed for problem identification and resolution.
  • Works with Information Security to address vulnerabilities when they arise.
  • Maintains a working relationship with vendors to ensure smooth problem resolution.
  • Produces and maintains quality technical and user-facing documentation.
  • Participates in projects as needed and adheres to project plans.
  • Remains abreast of changes in system software and hardware requirements.

 

Experience Required
  • 3+  years  of  experience  with Windows 7, Windows 10 and Microsoft Office in a customer-focused Help Desk Support role
  • 1+ year of experience with iOS, Android and Windows OS phone & tablet troubleshooting and configuration
  • 1+ year of experience with enterprise asset management software

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