Help Desk Analyst Tier 2(Hybrid--Pennsylvania)

Video

No H1

Local

On-Site

Location: Chester, PA

Help Desk Analyst Tier 2 to join our dedicated team in providing technical support solutions. This position is vital in maintaining efficient operations and ensuring a high standard of customer service. As a Tier 2 Help Desk Analyst, you will leverage your technical expertise to assist end users with complex hardware and software issues, ensuring timely resolution and effective communication throughout the process.

Key Responsibilities

• Customer Relations Management: Manage expectations for customers and end users, including executive sponsors, ensuring clear communication and satisfaction throughout the support process.
• Quality Assurance: Monitor the team’s backlog of support issues, ensuring quality standards are followed. Reassign issues as necessary to guarantee closure within agreed service levels.
• Issue Escalation: Act as the escalation point for high-priority support issues, providing rapid resolution strategies while maintaining detailed communication with affected users.
• Vendor Coordination: Interface with software and hardware vendors to request services for defective products, ensuring that all issues are addressed promptly and efficiently.
• Subject Matter Expertise: Serve as a subject matter expert for one or more custom or Commercial Off-The-Shelf (COTS) applications, providing insights and recommendations for software modifications.
• Collaboration with Development Teams: Communicate effectively with programmers to explain software errors or suggest program changes that enhance functionality or user experience.
• In-House Consultation: Research and propose alternative approaches to existing software and hardware solutions when standard methodologies are not applicable, ensuring the best outcomes for the organization.
• Software and Hardware Testing: Evaluate software and hardware products for ease of use and effectiveness in improving user productivity, providing detailed reports on findings.
• Training and Documentation: Write and revise user-training manuals and procedures. Develop comprehensive training materials, including exercises and visual displays, to facilitate user understanding.
• User Training: Provide training to users on software and hardware, either on-site or in a classroom setting, or recommend external contractors to deliver specialized training sessions.
• Technical Support: Offer technical assistance, support, and advice to end users regarding hardware, software, and systems, addressing inquiries with a solution-oriented mindset.
• Troubleshooting: Investigate and resolve computer software and hardware problems, determining the root cause and implementing solutions to restore functionality.
• Level 1 Support Contact: Serve as a primary contact for level 1 support issues, guiding users through diagnostic procedures and escalating complex problems as necessary.
• Diagnostic Procedures: Utilize diagnostic software and consult with users to troubleshoot issues, applying both technical knowledge and customer service skills.
• Continuous Learning: Stay current with industry trends and technological advancements by reading trade magazines and engaging in independent study, ensuring best practices are followed.
• Team Collaboration: Work effectively within a team environment, displaying strong customer service skills and commitment to achieving shared goals.
  
  

Skills And Experience

• Technical Support Experience: Minimum of 5 years of Tier 2 technical support experience for hardware and software, demonstrating a strong background in troubleshooting and problem resolution.
• Call Tracking Software Proficiency: Minimum of 5 years of experience with call tracking and ticketing software, ensuring accurate tracking of support issues from initiation to resolution.
• Training and Documentation Skills: Minimum of 5 years of experience in providing user training, creating documentation, and developing manuals that enhance user understanding and efficiency.
• Issue Management: Minimum of 5 years of experience in managing and assigning support issues, demonstrating strong organizational skills and attention to detail.
• Educational Background: A 4-year college degree is highly desired, providing a foundational understanding of IT principles and practices.