IT Help Desk, Tier 2

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The Help Desk, Tier 2 is responsible for providing advanced technical assistance and support related to computer systems, hardware, and software. This position responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Gain insights into day-to-day activities through analysis of reports and logs.

Responsibilities

• Provide phone and desk-side in-person support
• Resolve level two issues/problems and escalate issues to other IT staff when necessary
• Provide guidance training and documented processes to other HelpDesk members
• Create and maintain support documentation and procedures
• Follow run book procedures when responding to incidents
• Support inventory and asset management process
• Participate in the on-call weekly rotation outside for after hours support
• Assist with onboarding and set up of new users; provide training on IT policies, PCs, phones, logins
• Participate in projects as needed and adhere to project plans

Technical Skills

• Microsoft Windows 10/11
• Solid networking skills/knowledge
• Office 365
• Some MacOS is a plus
• Mobile phone (Android/iOS)
• Jira/Confluence
• VPN (client-side)
• Ability to diagnose and resolve advanced technical issues
• Customer-oriented and service-minded
• Install, configure, and maintain various software applications
• Develop scripts for automation tasks
• Excellent verbal and written communication skills
• Provide Support for video and collaborations issues

Experience

• 3-4 years of IT Support and/or Help Desk experience preferred