Service Desk Tier 2

The Tatitlek Corporation • Fort Worth, TX

2d

About The Position

The Service Desk Tier 2 Tech Support role handles IT problems and requests that cannot be resolved by Service Desk Tier 1. The technician responds to and resolves Service Desk tickets in a timely manner, working directly with end users remotely or at the customer’s location until incidents or requests are resolved. The role also performs all duties and responsibilities of a Service Desk Tier 1 position.

The technician analyzes incidents, identifies root causes, and diagnoses, troubleshoots, and resolves medium to complex software, hardware, and connectivity issues. Minor issues are researched and resolved by Tier 2; major issues requiring code or configuration changes are routed to Tier 3. The position is performed in an office setting and requires extensive use of computer equipment and a multi-line telephone system. No supervisory responsibilities are assigned.

Requirements

• At least 2 years of experience resolving and recording software and hardware customer incidents and requests.
• At least 2 years of experience analyzing, troubleshooting, researching, resolving, tracking, documenting, and when necessary escalating customer incidents and requests using a ticketing database (Remedy).
• At least 2 years of working knowledge and experience with PCs, laptops, tablets, peripherals, and related hardware technologies.
• Knowledge and experience with Microsoft Windows XP, Windows 7, Windows 10, the latest version of Microsoft Office, and other commonly used software.
• General understanding and knowledge of the Microsoft computing environment.
• CompTIA Network+ or A+ certification is required.
• Good understanding of basic networking technologies, email systems, remote desktop applications, desktop applications, and IT troubleshooting techniques.
• Good written and oral communication skills.
• Must pass pre-employment drug screening and have acceptable reference and background check results.

Nice To Haves

• CompTIA Network+ is preferred.

Responsibilities

• Respond to and resolve IT Service Desk tickets in a timely manner.
• Work directly with end users remotely or at the customer’s location until incidents or requests are resolved.
• Perform duties and responsibilities of the Service Desk Tier 1 position.
• Analyze incidents or problems, identify root causes, and diagnose, troubleshoot, and resolve medium to complex software, hardware, and connectivity issues.
• Ask probing questions, research and analyze issues, and resolve minor incidents or problems.
• Route major incidents or problems requiring a code or configuration change to the Tier 3 Support team.
• Analyze, troubleshoot, research, resolve, track, document, and when necessary escalate customer incidents and requests using a ticketing database.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed