Tier 2 Help Desk Support Specialist - Rocket Center, WV

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role you’ll be encouraged to challenge the norm investigate ideas outside of your role and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
We are looking for a skilled Tier 2 Help Desk Support Specialist to join our team. This role involves resolving software issues and collaborating with Tier 1 support to ensure the effective resolution of application-related tickets in a call center environment. The ideal candidate will also provide guidance and training to Tier 1 staff to improve first contact resolution.

This position requires working onsite at our Rocket Center facility for at least three days per week with flexibility for remote work on other days.

Key Responsibilities:

• Provide Tier 2 support for software-related issues working closely with Tier 1 to identify and resolve application tickets.
• Analyze and escalate complex technical problems ensuring prompt and accurate resolutions.
• Train and support Tier 1 staff to improve their ability to handle issues at first contact.
• Author and maintain knowledge documents to assist in training and troubleshooting.
• Collaborate with other teams to ensure seamless problem resolution and service improvement.

Required Technical and Professional Expertise
Location: Rocket Center WV (3 days onsite per week required)

Required Skills:

• Minimum of two years of experience in a related technical support or service desk role.
• Strong troubleshooting skills with the ability to quickly diagnose and resolve technical issues.
• Above-average communication and customer service skills with a strong focus on user satisfaction.
• Ability to work effectively in a metrics-driven environment balancing speed and quality of service.
• Familiarity with IT service management (ITSM) tools and best practices.

This position requires the ability to obtain and maintain a Public Trust Clearance. Applicants must be U.S. citizens and eligible to work in the United States.

Preferred Technical and Professional Expertise

• College experience or relevant coursework.
• Strong working knowledge of PC usage and common end-user issues.
• Customer service oriented with a focus on delivering high customer satisfaction.
• Excellent problem-solving skills with the ability to analyze define and prioritize tasks.
• Ability to multitask meet deadlines and remain flexible in a fast-paced environment.