Technical Support Specialist II, Service Desk

Fulton Schools • GA

68d

About The Position

The Technical Support Specialist II, Service Desk provides technology support for end users through troubleshooting and problem solving. This position serves as first point of contact for technical support issues and is responsible for creating and managing support request tickets. The incumbent in this position is responsible for providing on-site support, remote support, and answering help desk phone calls.

Requirements

• Associate's Degree in a related field or in lieu of degree, will consider 2 years of related technology experience per year of college (4 years).
• Minimum of 3 years of related experience including technical support or administration experience required.

Nice To Haves

• Ability to manage and prioritize incidents, requests, and tasks.
• Solid analytical and problem-solving skills.
• Ability to respond promptly to assigned tasks, support requests and incidents, phone calls, and emails.
• Provide on-site, phone, and remote support as required.
• Excellent communication, interpersonal, organizational, and presentation skills both written and verbal.
• Able to work independently and as a team.
• Self-motivated, detail-oriented, organized, innovative, efficient, multi-tasking, and vigilant.
• Customer focused.
• Experience responding to customer problems and requests on the phone and face-to-face with a high degree of professionalism.
• Ability to multitask and handle multiple tasks, projects, and clients simultaneously.
• Ability to respond to urgent requests and deadlines.

Responsibilities

• Performs basic networking maintenance functions such as user creation and assignment of rights and permissions.
• Creates, monitors, tracks, schedules, updates and closes District work orders within the ticketing system in a timely manner.
• Answers and resolves help desk calls from local and remote users and offices.
• Follows through to ensure problems are resolved and customers are updated.
• Develops in-depth product knowledge in order to resolve customer questions and issues and contributes to the Knowledge Base.
• Participates in client conference calls to obtain necessary data for resolution.
• Communicates with customers at all levels of technical and non-technical skills sets.
• Follows all SOPs and maintains SLAs.
• Escalates support issues as needed.
• Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency.
• Acts as a liaison between customers, technical escalation teams and outside business partners, communicating technical information in layman’s terms.
• Resolves incidents with known solutions (per the knowledgebase), according to support standards and defined procedures.
• Escalates more involved issues to the appropriate Tier 2 and Tier 3 support teams, and outside business partners for expedient resolution.
• Performs other duties as assigned by the appropriate administrator.

What This Job Offers

• Education Level: Associate degree