Help Desk Escalation Expert

3 days ago


New York, New York, United States DBI Staffing Full time
Help Desk Escalation Expert

DBI Staffing is seeking a highly skilled Help Desk Escalation Expert to join our team. In this role, you will provide 2nd level support and assist IS Operations staff with day-to-day tasks as needed. The position requires a focus on customer service, technical skills, and attention to detail in responding to general computing questions.

The estimated salary for this position is $75,000 - $95,000 per year, depending on experience.

Key responsibilities include:
1. Serving as internal 2nd level Help Desk overflow support and escalation path for issues that cannot be performed by the help desk.
2. Providing escalation guidance and support knowledge to help desk analysts.
3. Researching, resolving, and responding to complex incidents escalated by the help desk in a timely manner.
4. Providing AV and technical support for our New York office.
5. Reviewing, updating, and publishing new support articles to the ServiceNow knowledgebase.
6. Documenting accurately and completely all incidents/requests and tasks into the ServiceNow incident management ticketing system in a timely manner.

We are looking for a candidate with a college degree preferred and excellent technical skills. You must also be able to work weekends, holidays, and overtime when necessary.
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