Helpdesk Level 2

4 weeks ago

Philadelphia, United States FutureNET Full time $60,000
Job DescriptionJob Description

POSITION HELP DESK LEVEL 2

 

· The HDL2 position supports the helpdesk staff through the escalation of ticket assignments, resolution of support request, and other tasks as assigned to HDL2.

· The HDL2 position may be asked to document processes, procedures, product information and create high level support documentation

· The HDL2 position is expected to perform the full scope of service and support for all client locations independently as well as diagnose user problems and provide problem resolution with limited supervision

· Work is performed under the general supervision of the Vendor Management and the Phila. Fire Dept.

REQUIRED SKILLS:

· Minimum of 3-5 years of HDL2 experience supporting Windows products, touch screen tablets, proprietary application and Android mobile devices

· Ensure all support requests are documented in the Ticket tracking System

· Receive escalated tickets from users to determine error situations and technical problems, monitor tickets for a successful resolution.

· Determine if the failure is hardware, software or network related; trouble shoot basic network, internet problems, web browser and Wi-Fi connectivity issues.

· Experience with Android phone app support required

· Document workflow processes by creating necessary policy and procedure documents and high level support documentation.

· Must have good written and verbal communication skills

· Must be self-motivated and can work independently

· Must be willing to go infield when required, attend training meetings when required

· 40 hour work week, Monday to Friday , 8 am to 5 pm, remote okay- must have good internet and cell phone reception

· Expected to have personal transportation and are familiar and comfortable traveling within the City of Phila.

· Expected to provide technical services and support to the fire dept personnel and EMTs.

ABILITY TO:

· Establish good working relationships with associates

· Troubleshoot and diagnose malfunctions

· Documentation writing skills, good verbal communication skills

· Able to support and travel, when required, within the City of Phila.

· Evaluate and analyze network related problems for Windows computing equipment, Android mobile devices and communication hardware problems.

GENEROUS COMPENSATION AND FULL BENEFITS PACKAGE- Company offers full paid benefits, such as fully paid healthcare premium, holidays, vacation time, sick time

 

Company DescriptionFutureNET, Inc. (FNI) is an information technology (IT) corporation that provides customized IT solutions for businesses across a broad spectrum of industries. Since 1993, FutureNET has been delivering expert, cutting-edge technical support services to a wide range of satisfied clients.

FutureNET, Inc. offers an exciting work environment with a very strong corporate culture. We encourage all of our consultants to constantly learn new skills and be proactive in developing new ideas and thinking. If you have the right attitude and desire, you'll find FutureNET a very satisfying place to work.Company DescriptionFutureNET, Inc. (FNI) is an information technology (IT) corporation that provides customized IT solutions for businesses across a broad spectrum of industries. Since 1993, FutureNET has been delivering expert, cutting-edge technical support services to a wide range of satisfied clients.\r
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FutureNET, Inc. offers an exciting work environment with a very strong corporate culture. We encourage all of our consultants to constantly learn new skills and be proactive in developing new ideas and thinking. If you have the right attitude and desire, you'll find FutureNET a very satisfying place to work.

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