Address
Form of workJob Description
Tier 2Escalations and Help Desk Specialist
Utilizing a broad range of skills, this team member will manage the company's Help Desk ticketing system and troubleshoot and provide solutions to both internal and external computer systems. The team member must be a dynamic, self-motivated individual with experience in Microsoft Windows, Linux, and Helpdesk software.
Duties and responsibilities
• Monitor and triage Help Desk tickets and schedule field technicians where appropriate
for onsite troubleshooting and repairs.
• Assist front-line customer service representatives with technical issues including
advanced usage of company owned equipment and primary company products.
• Accept and resolve incoming phone calls and tickets relating to primary customer
requests and issues.
• Provision and image equipment for deployment at customer sites while keeping
inventory tracking up to date and accurate.
• Work with internal staff to address software and hardware questions and issues.
Participate in weekly meetings with management to summarize helpdesk tickets and
scheduling of staff for remote repairs, etc…
• Responsible for shipping replacement parts to customer facilities for repairs as well as
inventory for spares.
Educational Requirements:
CompTIA A+, Network + strongly preferred.
