Help Desk Specialist Tier II

3 weeks ago

Alpharetta, United States Robert Half Full time

Help Desk Specialist Tier II


Alpharetta 5 days onsite


SUMMARY

We are seeking a Help Desk technician to provide end-user support and maintenance within our desktop and store computing environment. The Help Desk tier II role provides end-user support and maintenance within the organization's desktop and store computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, registers, printers, and scanners) to ensure optimal workstation and store performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion with proper documentation and provide end-user assistance where required.

ESSENTIAL FUNCTIONS

• Monitor and respond quickly and effectively to requests received through the IT helpdesk

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and Point of Sale systems via phone, e-mail, chat, or on-site.

• Walk customers through the problem-solving process.

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

• Run diagnostics to resolve customer-reported issues

• Install, make changes, and repair computer hardware and software

• Document and track issues with incident management systems.

• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

• Report significant and recurring issues to the tier-2 support team

SUPERVISORY RESPONSIBILITIES- This position has no direct reports.


EXPERIENCE REQUIREMENTS

• Proven experience as a Help Desk Technician or other customer service role

• Excellent interpersonal and customer service skills

• Ability to diagnose and resolve basic computer/technical issues

• Excellent written and verbal communication skills

• Keen attention to detail, the memory of patterns, and interest in problem-solving


EDUCATION REQUIREMENTS

• Minimum of 2 years of college-level courses or 2 years of computer-related work experience.

KNOWLEDGE, SKILLS, AND ABILITIES

• Minimum of 3 to 5 years of help desk and/or desktop support experience

• Ability to work on a rotating schedule for after-hours and weekends

• Ability to work a heavy overtime schedule around the holiday season

• Ability to remotely troubleshoot and correct faulty hardware and software in a timely manner

• Ability to read, write, understand and produce technical documentation

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