Help Desk Support Specialist (Level 2)
About The Position
The Help Desk Support Specialist will support the Texas Department of Transportation (TxDOT). This role provides second-level technical support to end users, handling service requests escalated from lower support tiers. The specialist will identify, research, and resolve technical problems related to computer systems, hardware, and software, and will document, track, and monitor issues to ensure timely resolution. Support will be provided onsite, remotely, by phone, or by email, and the role includes developing solutions for network, desktop, and server problems. The position also involves coordinating system changes, upgrades, and new products to ensure continued operational stability.
Requirements
- 4 to 7 years of experience in the field or a related area.
- Experience with providing second level support to end users by handling service requests that have been escalated by lower tiers.
- Experience with providing support onsite, remotely, over the phone, or via email.
- Experience with developing solutions for network, desktop, and server problems.
Responsibilities
- Provide technical assistance to computer system users on a variety of issues.
- Identify, research, and resolve technical problems escalated from lower support tiers.
- Respond to telephone calls, email, and in-person requests for technical support.
- Document, track, and monitor issues to ensure timely resolution.
- Assist users with computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
- Perform service and preventive maintenance on terminals, printers, and personal computers.
- Diagnose and repair equipment by replacing worn or broken parts and making technical adjustments.
- Assist in coordinating system changes, upgrades, and new products to ensure correct operation in current and future environments.
- Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
- Communicate accurate status updates and manage and report time spent on all work activities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
