Level 2 Help Desk Agent

Summary of Position:  The Level 2 Help Desk Agent will provide second tier technical support, incident, and problem management to end users on technology issues.

Essential Duties: Included but not limited to the following. Other duties may be assigned to meet business needs.

·         Provides second tier technical support, incident, and problem management to end users on the technology issues regarding computer operations and networks including software support and administration, installation, setups, error messages, system status, and downtime procedures, etc.

·         Troubleshoots and supports software applications and business processes, troubleshoots and repairs new or existing hardware. Analyzes and tests new hardware / software configurations

·         Prepares formal reports and technical documentation

Qualifications and Requirements:

·         Thorough working knowledge of Microsoft Windows Professional and XP environments

·         Proven expertise in system troubleshooting

·         Knowledge of Active Directory

·         Hands-on experience with deployment and/or support of client/server systems

·         Working knowledge of networking technologies such as Ethernet, switches, computer hardware and software

·         Experience in automated help desk management systems

·         Proficient at multi-tasking with excellent keyboard skills

·         Phone and people skills which promote end-user satisfaction

Additional Requirements:

·         Assisting in providing Level I Support when request volumes are high

·         Act as an escalation point for advanced or difficult help requests

·         Build rapport with help desk customers; Escalate problems (when required) to the Help Desk Supervisor; Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

·         Apply diagnostic utilities to aid in troubleshooting

·         Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

·         Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

·         Install anti-virus software and ensure virus definitions are up-to-date; Test fixes to ensure problem has been adequately resolved

·         Perform post-resolution follow ups with Level I Technicians as required

·         Administrate telecommunication software, voice mail

·         Handle Blackberry related issues, such as activation, email configuration, information transfer from blackberry to blackberry, password resets, etc.

·         Develop help sheets and FAQ lists for end users

·         Reinforce SLAs to manage end-user expectations

·         Maintains current knowledge of technology innovations in networking and computing

·         Maintain the appropriate level of confidentiality

Education and training:

·         Minimum of two years experience in a Help Desk environment

·         Minimum of three years experience with PC and laptop repair, deployments, and general OS basic networking support

·         Associates Degree preferred

·         Certification in A+ required

·         Dell Hardware Certification is required

Preferred

·         Certification in Server+, or Network+

·         Certification in Microsoft MCP, MCSA, MCSE

·         Certification in Cisco CCNA

·         Certification in HP Hardware

·         Certification in IBM, Lenovo hardware

Benefits

·         Generous paid time off

·         Paid holidays

·         401 (K) retirement plan with company match

·         Health, Dental and Vision Insurance options as well as company paid Life Insurance, Short-Term and Long-Term Disability Insurance