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IT Support Specialist

2 months ago

Frankfort, Kentucky, United States Brooksource Full time
Tier II Help Desk Job Description

We are seeking a skilled IT Support Technician / Tier II Help Desk to join our team at Brooksource. The ideal candidate will have strong general computer skills, experience with enterprise-level IT support, asset management expertise, and familiarity with service desk support.

Key Responsibilities:

  1. Advanced Troubleshooting: Investigate and resolve complex technical issues related to our tax system, including system errors, data discrepancies, and software bugs.
  2. User Training and Support: Provide training sessions and create user guides to empower users with intermediate-level system knowledge.
  3. Root Cause Analysis: Conduct thorough analysis to identify underlying causes of recurring issues and implement preventive measures.
  4. Collaboration: Work closely with Tier III support and system administrators to implement solutions and system enhancements.
  5. Documentation: Update and maintain knowledge base articles, troubleshooting guides, and system documentation for internal reference and user self-service.

Requirements:

  1. Technical Proficiency: Proficiency in troubleshooting complex software and database issues, preferably with experience in SQL queries and database management.
  2. Problem-Solving Skills: Ability to analyze complex technical problems, develop innovative solutions, and implement best practices.
  3. Customer Focus: Commitment to providing exceptional customer service and support, with a focus on user satisfaction and system usability.