Help Desk - Level II

RESPONSIBILITIES:

The primary function is to resolve or escalate calls that have been entered into the support system by the Level 1 Technicians. Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; following established SOP, BOP's; manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved; provide a positive customer service experience to the customer; participate in other projects as requested.

SKILLS:

COMPETENCIES:
Strong customer service; strong interpersonal, organizational and communication skills; ability to work in a fast paced changing environment; understanding of Windows based applications; ability to diagnose application software and hardware problems; ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language; working knowledge of: Modems and data communications, checking PC network connections; identifying and correcting memory issues; resetting network and Internet passwords; using browser and network utilities; resetting Internet Proxy configurations; install and setup applications; NT navigation and directory structure; Windows disk utilities to correct common errors; network error messages to determine causes.

QUALIFICATIONS:

Associates degree in Computer Science or a related discipline, and at least two, typically four years experience in IT or an equivalent combination of education and work experience. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.