Technical Support Specialist
7 days ago
Job Title: Help Desk Analyst 2
Job Type: Fully Onsite
Location: Chester, PA
Duration: 7 Months
Overview:
As a Help Desk Analyst 2, you will provide Tier 2 technical support for hardware and software with 5+ years of experience. You will be responsible for managing user expectations and ensuring quality standards, monitoring and resolving support issues within service levels, and acting as an escalation point for high-priority issues.
Key Responsibilities:
- Manage user expectations and ensure quality standards.
- Monitor and resolve support issues within service levels.
- Act as escalation point for high-priority issues.
- Troubleshoot software and hardware problems, escalating when necessary.
- Evaluate and recommend software/hardware solutions.
- Create user manuals and training materials; deliver end-user training.
- Provide hands-on technical assistance for business and technical users.
- Diagnose issues and collaborate with Level 1 support to ensure resolution.
Requirements:
- Strong customer service and communication skills.
- Proficient with call-tracking systems.
- Ability to work both independently and in a team environment.
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