Help Desk Tier II

Turn2Partners - Arlington, VA

Helpdesk Engineer - Tier II

Primary Job Duties:

  • Serve as a “Center of Excellence” (CoE) member, working with vendors in specialized areas of technology
  • Develop a deeper technical skill-set around CoE areas of focus
  • Properly balance workloads, being able to recognize and prioritize urgent matters without the direction of a direct supervisor
  • Respond to requests for technical assistance and inquiries utilizing our Case Management platform
  • Apply systems analysis techniques and procedures, including consulting with users and coworkers to resolve technical issues, within a predetermined time frame of our service levels
  • Document all correspondence, interactions and steps are taken in a clear, concise manner
  • Follow up with users and/or management on open issues and ensure satisfactory resolution
  • Communicate the status of open issues to users, vendors, and stakeholders
  • Escalate issues as appropriate within the predetermined time frame of our service levels
  • Research issues using all available resources
  • Stay current with system information, changes and updates
  • Share knowledge and solutions learned with team members and management
  • Stage new devices as assigned
  • Provide user IT training as needed
  • Act as a mentor to Tier 1 staff
  • Communicate professionally and effectively via email, telephone and face to face
  • Other duties and tasks as assigned

Minimum Qualifications:

  • Minimum 2-year degree in IT with 2 years of related customer support experience preferred
  • 2 – 4 years of related customer support experience in lieu of degree will be considered
  • A+ and Network+ Certifications a plus
  • Demonstrable experience troubleshooting a variety of hardware and software
  • Complete understanding of the overall business and how IT supports the business goals
  • Extensive knowledge of Windows server environments, including virtual environments
  • Thorough understanding of peripheral devices, wifi networks, pc’s, laptops, tablets, printers, VOIP and mobile phones
  • Ability to act as a mentor to Junior IT staff
  • Must provide reliable transportation

Posted On: Thursday, September 26, 2019

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