Tier II Helpdesk Analyst

Job ID: 2306743

• The qualified applicant will provide Tier II help desk support to users unable to resolve tech issues that exceed Tier 1 level support.
• The candidate must provide creative solutions to customer problems to ensure customer satisfaction and productivity. Coordinate customer and support issues to ensure timely distribution of knowledge and productivity ensuring a positive impact on customer satisfaction. Acquire and maintain knowledge of relevant product offering, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
• Consults with users to determine if existing hardware/software meets specifications required to support functionality for system effectiveness given the existing network environment.
• Recommends and oversees the installation of required hardware/software upgrades necessary to restore or enhance user system functionality.
• Engages in testing and modification of user systems in support of eventual recommendation and implementation for hardware or software updates.
• As necessary, simulates or recreates user problems to resolve operating difficulties
• Creates documentation in support of the maintenance of a document library of completed deliverables. These will be maintained to track performance metrics and log actions taken to address user/interoperability issues that impact client operations.
• Responsible for updating documentation across the team and utilizing operationally derived knowledge from actual cases resolved.
• Creates and maintains documentation specific to the analysis of user equipment configuration for the project; submits regular documentation covering required configurations and impact to network and user functionality due to lack thereof.
• Consults with network services, software systems engineering, and/or applications development in the restoration of services or to identify and correct core problems.
• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

• Bachelor's degree in a related field such as Network or Systems Engineering, Computer Science/Computer Engineering and two (2+) years' experience or equivalent education and experience
• Comprehensive knowledge in Information Technology service delivery

• HDI or ITIL certifications
• A+