Robert Half is Hiring a Help Desk Tier II Near Nashville, TN
DescriptionRobert Half is currently looking for a Contract Tier 2 Helpdesk Analyst to join our client's IT support team. As a Tier 2 Helpdesk Analyst, you will play a key role in providing advanced technical support to end-users, troubleshooting complex issues, and ensuring the efficient operation of IT systems. This is a contract position that offers an exciting opportunity to work with a reputable company. Key Responsibilities
Advanced Troubleshooting: Diagnose and resolve complex technical issues related to hardware, software, and network systems, serving as an escalation point for Tier 1 support.
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.
User Training: Provide guidance and training to end-users on software applications, system best practices, and advanced problem-solving techniques to improve self-sufficiency.
Documentation: Maintain detailed records of support requests, resolutions, and common issues, contributing to a knowledge base for the IT support team.
Vendor Coordination: Collaborate with third-party vendors and service providers to facilitate problem resolution and the procurement of hardware or software solutions.
Remote Support: Offer remote assistance to users, ensuring prompt and effective resolution of issues, especially in situations where on-site support is not required.
Root Cause Analysis: Investigate and identify the root causes of recurring technical problems, and work on strategies to prevent their reoccurrence.
Escalation Management: Collaborate with Tier 3 support teams to resolve issues that require advanced technical expertise, ensuring seamless handover of escalated tickets.
RequirementsQualifications:
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.