What are the responsibilities and job description for the Help Desk Technician Tier 2 position at Highlight?
Highlight Technologies is seeking skilled and dedicated Tier 2 Help Desk technicians to provide technical support to a 24x7x365 center for the Small Business Administration (SBA) IT service center.
Responsibilities
- Receive and resolve Level II requests via phone, e-mail and Service Now ticket system; escalate alerts to appropriate personnel, reboot servers and utilizing multiple data sources and tools in the diagnosis and assessment of system degradation which include Citrix, Active Directory, Remedy, WhatsUp Gold (WUG) : MS Office, Microsoft TEAMS, MS Exchange Management Console, Internet Explorer.
- Provide Tier II support to resolve problems on internal and customer systems and escalate problems to Tier II / III support.
- Escalate and communicate customer issues and network related alerts to Level 3 NOC staff, management and administration as defined by policies and escalation procedures.
- Monitor network appliances / infrastructure, servers, operating systems, software applications, and hardware.
- Monitor system availability and performance tools. Work as a team member to meet or exceed service level targets.
- Demonstrate exceptional oral and written communications, including customer service skills with attention to detail; ability to multi-task efficiently; work independently and / or as a part of a team with capability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.
- Knowledge of Windows & Mac hardware and software products for troubleshooting efforts.
- Managing and supporting end-user devices, such as desktop systems and other peripheral equipment.
- Perform physical inventory validation as requested.
Responsible for telephone set up and deployment including moves, adds and changes, cell phone and mobile device management.
Resolve complex technical problems affecting mobile devices and troubleshooting of various hardware and software related issues.
Responsible for managing the customers onsite requiring a new phone or resolving any issues related to the mobile device.
Provide end-to-end deployment of mobile devices, including collecting and maintaining required paperwork.
Setup mobile devices either manually or in an MDM (Mobile Device Management) environment.
Deploy and track all mobile device shipments. Collect, decommission, and dispose / surplus of all retired mobile devices.
Provide / update the mobile device vendor websites with accurate user and mobile device information for cell phones, hotspots, etc.
Manage device application assignments within an MDM environment.
Troubleshoots hardware and software problems and errors in mobile devices and equipment or software, determines cause of error or stoppage and applies corrective steps or standard operational techniques in cases where stoppage can be corrected.
Advises Users of operational techniques to correct stoppage, as appropriate.
Qualifications
