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Information Technology Support Specialist
1 month ago
We are seeking a Help Desk Level 2 technician to serve as the primary point of contact for clients experiencing technical difficulties in their daily tasks. This role involves monitoring the health of our IT infrastructure and applications, and taking corrective action when needed to minimize service interruptions. This position is suited for intermediate-level professionals with a solid technical background and an understanding of business and IT organizations.
Job Title: Help Desk Level 2
Duration: 12 Months Contract
Location: Louisville, KY 40202
Core Responsibilities
- Provide daily technical support to all clients experiencing technical difficulties with the various technologies within the infrastructure environment.
- Perform troubleshooting and problem resolution on technical issues as required.
- Identify and, with assistance, diagnose incidents. Assist in coordinating the restoration of services with other IT support personnel.
- Monitor the health of infrastructure, applications, and data center facilities to identify the impact of IT services on various business units. With senior personnel's assistance, take corrective action to address alerts and resolve technical issues.
- Research and provide solutions for known problems.
- Understand and follow documentation for procedures internal to the department.
- Record, maintain, and with assistance, resolve client incidents using an incident tracking application according to service level agreements.
- Research and maintain standard operating procedures and other departmental documents as instructed. Recommend and implement process improvements within the department and IT organization.
- Coordinate efforts with other departments to ensure proper client documentation is created as instructed.
- Perform other duties and projects as assigned.
Education/Experience/Qualifications
- Required: Associate degree in Information Technology or Comp TIA A+ certification, and a minimum of two years of experience in information technology or a related field. Extensive PC and network troubleshooting skills in an enterprise environment.
- Preferred: Bachelor's degree in Information Technology or a related field. Over 4 years of previous experience in an IT support environment. Desktop environment experience and knowledge of ITIL concepts is recommended.
- Desired certifications: Help Desk Institute Service Center Analyst (HDI-SCA), Google Developers, Google IT Professionals, or other relevant certifications.
- Demonstrated technical aptitude, customer service, and communication skills.
- Working knowledge and troubleshooting experience with Microsoft operating systems and Microsoft Office 365.
- Knowledge and experience with remote network access methodologies, including administration of remote access systems utilizing VPN or VDI, secured by RSA security products.
- Experience troubleshooting mobile devices (phones, tablets, etc.) and wireless.
- Additional knowledge in troubleshooting network, telecom, and other communication platforms. Knowledge of data center applications such as job scheduling and monitoring tools.
If you have the required qualifications and are eager to be part of a dynamic IT support team, we encourage you to apply for this exciting opportunity.
