Help Desk Analyst Tier II

This is a contract position that offers an exciting opportunity to work with a reputable company.

Key Responsibilities:

1. Advanced Troubleshooting: Diagnose and resolve complex technical issues related to hardware, software, and network systems, serving as an escalation point for Tier 1 support.
2. Ticket Resolution: Handle escalated support tickets, ensuring that they are resolved in a timely and efficient manner while maintaining high levels of end-user satisfaction.
3. User Training: Provide guidance and training to end-users on software applications, system best practices, and advanced problem-solving techniques to improve self-sufficiency.
4. Documentation: Maintain detailed records of support requests, resolutions, and common issues, contributing to a knowledge base for the IT support team.
5. Vendor Coordination: Collaborate with third-party vendors and service providers to facilitate problem resolution and the procurement of hardware or software solutions.
6. Remote Support: Offer remote assistance to users, ensuring prompt and effective resolution of issues, especially in situations where on-site support is not required.
7. Root Cause Analysis: Investigate and identify the root causes of recurring technical problems, and work on strategies to prevent their reoccurrence.
8. Escalation Management: Collaborate with Tier 3 support teams to resolve issues that require advanced technical expertise, ensuring seamless handover of escalated tickets.

Qualifications:

• Prior experience in a Tier 2 helpdesk or technical support role is essential.
• Strong knowledge of desktop operating systems (e.g., Windows, macOS), software applications, and network concepts.
• Proficiency in troubleshooting complex technical issues.
• Exceptional communication and interpersonal skills.
• IT-related certifications (e.g., CompTIA Network+, Microsoft Certified Desktop Support Technician) are a plus.
• Ability to work under pressure and manage multiple escalated support requests effectively.
• Strong problem-solving skills and adaptability.