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Technical Support II
1 month ago
Essential Duties and Responsibilities:
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Alert management to emerging trends in incidents.
- Assist in software releases and rollouts and communication to the end users according to the companys Change Management policies and procedures.
- Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
- Build rapport and elicit problem details from external and internal customers.
- Serve as escalation point from Technical Support I when needed.
- Prioritize and schedule problems. Escalate problem (when required) to Infrastructure team.
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution, in collaboration with System Administrator.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups to help requests.
- Develop help sheets and FAQ lists for end users.
- Reinforce SLAs to manage end-user expectations.
- Perform other duties as needed by Manager.
MEMBER FDIC/EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER/DRUG FREE WORKPLACE
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