What are the responsibilities and job description for the Help Desk Specialist (Level II) position at Oxford Solutions?
Oxford Solutions has an opening for a Help Desk Specialist (Level II). For this role, you will be providing essential onsite technical support within a school district. In this role, you will support a Level I Support Analyst and ensure timely resolution of IT incidents and problem tickets.
Responsibilities
- Respond to, document, and resolve support incidents and problem tickets in alignment with defined Service Level Agreements (SLA) and Operational Level Agreements (OLA).
- Provide troubleshooting for hardware and software issues across the district, including network connectivity, application issues, and system failures.
- Offer guidance and escalation support for Level I Support Analysts, ensuring complex issues are resolved efficiently.
- Handle server maintenance and troubleshoot Windows Server issues as needed, applying expertise in server environments to maintain optimal performance.
- Maintain accurate and detailed documentation of incident responses and resolutions to contribute to team knowledge and support continuity.
Qualifications :
Level II Help Desk Support - 25-00128
