Tier II Helpdesk Support
Post Date: 06/13/2017 Job ID: 23261 Industry: Other Area(s)
An IT Level 2 Help Desk job in Orlando, Florida This position requires a minimum of 3 years of experience in a tier two support role. IT Help Desk Level 2 Technical Support generally handles customer support in technical areas, break/fix, configuration issues, troubleshooting, software installations, and hardware repair. This role handles escalated issues that Level 1 support is not equipped to handle. You will be authorized to research and implement fixes for new issues and only escalate to Level 3, if it is out of your skill set or ability to solve.
Level 2 IT Help Desk job responsibilities include:
Responds to user questions and inquiries via telephone, email, web and other communication methods.
Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
Provides professional, courteous, prompt and accurate support and solutions to users.
Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
Properly documents problem ticket into on-line Help Desk System.
Assists other IT technical staff in providing users feedbacks and user statistics.
Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
Updates Help Desk database information.
Follows up and communicates ticket information to users when appropriate.
Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
Assists with desktop and laptop imagining and installation as needed.
Assists in the operations of enterprise systems as needed
Create and updates user accounts creation as needed
Follows help desk and departmental guidelines and operating procedures.
Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.
Performs other related duties as required.
Minimum of a High School Diploma
5 years of IT support experience
3 years of Level 2 IT support experience