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IT Level 2 Help Desk Consultant

3 months ago

Louisville, United States JobRialto Full time
Job Description

This position is the primary point of contact for clients experiencing technical problems performing their daily tasks.
This position monitors the health of our IT infrastructure and applications and taking corrective action when needed to minimize any interruption of service to our clients.
This position is for intermediate level employees that display a sound technical background and understanding of the business and IT organizations.

Core Responsibilities

Provides daily technical support to all clients who experience technical difficulties while using the various technologies within the infrastructure environment.

Performs trouble shooting and problem resolution on technical issues as required.

Identifies, and with assistance, diagnoses incidents.
Assists in coordinating restoration of services with other IT support personnel.

Monitors the health of infrastructure, applications, and data center facilities to identify the impact of IT services on the various business units.
With assistance of senior personnel, takes corrective action to address alerts and resolve technical issues.

Researches and provides solutions for known problems.

Understands documentation for procedures internal to the department.

Using an incident tracking application, records, maintains, and with assistance resolves client incidents according to service level agreement. Researches and maintains standard operating procedures and other departmental documents as instructed.

Recommends and implements process improvements within the department and IT organization.

With assistance coordinates efforts with other departments to ensure proper client documentation is created as instructed.

All other duties and projects as assigned.

Education/Experience/Qualifications

Associate degree in information technology or Comp TIA A+ certification and a minimum of two years of experience in information technology or a related filed is required. Technical skills include extensive PC and network troubleshooting skills in an enterprise environment.

Preferred Qualifications

Bachelor's degree in information technology or a related field.

4+ years previous experience in an IT support environment preferred. Desktop environment experience and knowledge of ITIL concepts is recommended.

Help Desk Institute Service Center Analyst (HDI-SCA), Google Developers, Google IT Professionals, or other relevant certifications are desired.

Demonstrated technical aptitude, customer service, and communications

Working knowledge and troubleshooting experience with Microsoft operating systems and Microsoft Office 365.

Working knowledge of remote network access methodologies including administration of remote access systems utilizing a VPN or VDI, secured by RSA security products.

Experience in troubleshooting mobile devices (phones, tablets, etc.) and wireless.

Additional knowledge and troubleshooting network, telecom, and other communication platforms. Knowledge of data center applications such as job scheduling, and monitoring tools.

Education: Bachelors Degree