Desktop Support Tier 2

3 weeks ago


San Antonio, United States Apex Systems Full time

JOB TITLE: Desktop Support Level II

LOCATION: Onsite in San Antonio, Texas

ROLE TYPE: Long Term Contract

COMPENSATION: $22-24/hr.


*If interested and qualified, please reach out to the Professional Recruiter, Nicole, at nrosipal@apexsystems.com


POSITION SUMMARY: This position is responsible for ensuring customer satisfaction of end users and peers by resolving their reported technical issue in a vigorous, professional, and sincere manner. The Desktop Support Level II ensures that service delivery adheres to organizational standards. The individual will use his/her skills to preform the required job requirements to the organizations end users from a remote IT Service Desk environment. Ensuring timely incident resolution and superior customer service is a primary objective for the Desktop Support Level II role.


RESPONSIBILITIES:

  • Ensure professional, timely and polite support to all our end users
  • Have in depth knowledge of our tools and ticketing procedures
  • Follow standard help desk protocols, procedures and guidelines as provided
  • Identify, troubleshoot and resolve a wide range of computer & network related problems
  • Basic understanding of Line of Business (LOB) applications and associated third party vendors
  • Stay current with system information, changes and information technology updates
  • Any other special projects or tasks assigned


REQUIREMENT/ PREFERRED SKILLSET:

  • Create new tickets (ServiceNow *Preferred) for end users that place phone calls or start chat sessions with the Service Desk.
  • Deploy applications using SCCM
  • Basic knowledge of Active Directory
  • Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation
  • Resolve tickets when able based on documentation, training and tools.
  • Develop, maintain, and execute a daily routine to review and update existing assigned tickets
  • Follow ticket management principles per training
  • 1st communication with the customer is attempted via a phone call
  • Ensure SLA timelines are met
  • Ensure ticket statuses are maintained correctly based on training provided
  • Ensure accurate time worked is reported on each ticket
  • Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
  • Assume full ownership of all tickets assigned
  • Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member.
  • Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
  • Complete Quality Assurance calls to end users following closure of tickets by Tier II and III.


PREFERRED QUALIFICATIONS:

  • IT industry certifications are preferred, specifically CompTIA Network+, Security+, Microsoft Professional, and Cisco Associate



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