What are the responsibilities and job description for the Help Desk Technician - Tier II (Hybrid-NYC) position at EliteTechnical?
Our client, an IT Services organization supporting commercial and federal clients, is seeking a Tier II Help Desk Technicians to join their customer's IT team and support their customer-â'¬â"¢s service desk and primarily be concerned with providing end-user support and T2 escalations.
The initial contract is for 6 months with the potential to convert based on job performance and business needs. The selected candidate will be required to work 1-2 onsite in the West Side NYC.
Responsibilities :
- Manage and troubleshoot all aspects of customer technology infrastructure
- Support customer teams in day-to-day management of tools for core business operations (M365, Zoom Conferencing, etc.)
- Assist in the documentation, review, and enforcement of IT best practices
- Provide technical support and root cause analysis for problem solving to continuously improve user experience and strengthen business applications
- Provide end users with technology troubleshooting guidance and issue resolution
- Serve as an escalation point for help desk technicians with difficult or unresolved tickets
- Close and resolve tickets in accordance with customer defined SLAs
- Other business duties as assigned
Required Skills
