What are the responsibilities and job description for the Help Desk Support Analyst Tier 2 position at Bizco Technologies?
The Help Desk Support Analyst Tier 2 is responsible for resolving all issues that the Help Desk Support Analyst Tier 1 is unable to resolve. They guide customers through the troubleshooting process and work directly with broken equipment. This is IN PERSON in our Lincoln or La Vista, NE office depending on candidate's location
Essential Duties and Accountabilities
Ø Guide customers through the troubleshooting process.
Ø Resolve service requests that the Help Desk Support Analyst I is unable to resolve.
Ø Escalate unresolved issues to the Help Desk Support Analyst III.
Ø Resolve tickets related to broken equipment and configuration issues.
Ø Develop a strong understanding of company products sold, equipment, requirements, and objectives to ensure customers are provided with high quality support and satisfaction (including 4G modems and routers).
Ø Adhere to internal procedures and suggest improvements if needed.
Ø Provide weekend/after hour emergency coverage when needed and scheduled (on call rotation).
Ø Maintain and project professionalism when speaking/interacting with customers.
Ø Maintain a strong working knowledge of all company safety and quality standards.
Ø Maintain a safe technical environment including data, software, network, hardware, and work area.
Ø All other duties as assigned.
Job Type: Full-time
EEO Employer
Qualifications
- Bachelors degree in business, Information Technology or a related major preferred, but not required.
- COMP TIAA Certification preferred
- Prior MSP experience preferred
- Minimum 3 years IT experience preferred
- Minimum 2 years experience as a Help Desk Tier 1 level required
Qualifications
- Technical support
Job Type: Full-time
Pay: $35,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $35,000 - $45,000