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The Service Desk Support Level 2 role is responsible for managing the day to day Level 2 Help Desk operations supporting company end-users, desktops, laptops, printers, peripherals, and telecommunication devices. The position will also analyze and resolve end user hardware, software, and connectivity issues in a timely and accurate fashion, perform project research, and manage user account access. In addition, this role will work closely with the Oracle DBAs, Oracle application analysts, and Network Administrators regarding higher level IT infrastructure support issues.Requirements: 3 - 5 years of experience in a technology and/or business related field. Experience with creating and routing IT support tickets among Level 2 support analysts based on priority. Skilled in managing Help Desk calls, using a help desk ticket system, and providing excellent support among various levels of staff and management. Experience performing IT user account audits, and analyzing recommended process improvements based on the results. Experience with supporting applications utilizing EDI transactions, and managing support for ensuring correct transition workflow. Expertise with Microsoft Windows XP/7 and Windows Server 2003/2008. Preferred knowledge of Microsoft Exchange 2013, SQL server 2008, and MS Office 2010/2013 clients. Experience with supporting ERP systems. Oracle E-Business Suite and Siebel CRM experience is a plus. Background providing remote hardware troubleshooting, configuration and network administration support. Expertise with AS/400 systems support such as user account password resets, managing tape backups, responding to messages, and escalating issues to the AS/400 admins. Strong experience in managing Active Directory including account management, security group management, and managing NTFS permissions on various file servers. Expertise with monitoring network alerts and notifying the on call network admin when issues arise. Working knowledge of VOIP technology. Knowledge of ShoreTel VOIP is a plus. Experience working in a warehousing / distribution environment is a plus. Strong oral and written communication skills. Strong Analytical and problem solving skills.Ability to work independently and in a team environment