What are the responsibilities and job description for the Help Desk Tier 2 position at Modern Information Solutions?
Modern Information Solutions is currently seeking a Help Desk Specialist Tier 2 (Systems Support Analyst) in Indianapolis. This position works directly with other Systems Support Analysts and Systems Administrators to serve our various clients to resolve issues and maintain their technology. This position is a Tier 2 Help Desk position ideal for candidates with industry (specifically MSP) experience.
IMPORTANT : This position is an onsite position in our Indianapolis office, Monday through Friday from 8 AM to 5 PM. This position is not eligible for work from home or hybrid.
Key Responsibilities
- Assist clients with technical support of workstations, software applications and related technology.
- Act as front line software support to answer phone calls and electronic tickets to resolve end user’s problems or escalate as needed.
- Work with clients and other Systems Support Analysts on the following tasks; user creation, user administration, software troubleshooting within established standards and guidelines.
- Review and assign helpdesk tickets with minimal supervision.
- Quickly isolate issues and resolve them or escalate them to Systems Engineer.
- Troubleshoot, research and provide excellent customer service to resolve customer issues.
- Work with clients and support team as necessary to troubleshoot, create instructional guides, and course content.
- Own tickets from initial contact through resolution including escalation to appropriate senior staff when appropriate.
- Visit client sites in the Indianapolis are and through the state as needed.
Qualifications
