Tier 2 Service Desk Specialist

Responsibilities

• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
• Troubleshoot and resolve technical issues according to established procedures and guidelines.
• Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
• Update internal documentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and up-to-date information.
• Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
• Attend all required meetings, including POD Huddles, one-on-one sessions, and team meetings.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and the organization’services.
• Other duties as assigned.

Qualifications

• In-depth understanding of Group Policy Objects (GPOs), Hyper-V, intermediate networking, Microsoft 365, and Active Directory.
• Proficient in analyzing technical issues, assessing efficiency, and determining feasibility of solutions.
• Creative problem-solving skills applied to address and resolve technical issues.
• Capability to provide temporary workarounds within company standards based on prior experience.
• Excellent computer literacy skills, including proficiency in MS Office Suite.
• Experience with using an ERP system.
• Strong ability to multitask, prioritize, and work independently.
• Ability to articulate technical concepts to non-technical individuals in a comprehensible manner.
• Upholds a high standard of professionalism in all interactions and communications.
• Exhibits superior client relations skills, fostering positive and productive relationships with clients.

Screening Criteria

• A minimum of high school diploma or an equivalent combination of education and related work experience in IT.
• Minimum of two (2) to three (3) years IT Support experience.
• Must have a stable employment history.