What are the responsibilities and job description for the Helpdesk - Help Desk Tier II position at Progression Incorporated?
Job Description
Job Description
Help Desk Tier II
Chesapeake, VA
MUST :
Experienced IT Specialist
3-5 years of experience in a Tier 2 IT support or technical support role.
Experience with IT support ticketing systems (e.g., ServiceNow, Jira, or similar).
Business or analytical mindset, with the ability to understand and support business processes through technology solutions.
Experience supporting and troubleshooting business applications, including Timberline Sage (preferred).
Knowledge and experience in working with CRM platforms like Salesforce or similar systems.
Strong proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Hands-on experience with Active Directory, network troubleshooting, and general IT infrastructure.
Strong problem-solving skills and ability to think critically under pressure.
Excellent communication skills, both written and verbal, with the ability to interact with both technical and non-technical users.
Experience with remote desktop support tools and virtual environments.
Ability to work well in a team-oriented environment and handle multiple tasks simultaneously.
Certification in ITIL or similar service management frameworks preferred .
Familiarity with cloud-based platforms (e.g., Azure, AWS) preferred
Experience in supporting ERP systems (Timberline Sage preferred).
A working knowledge of network protocols, routers, switches, and firewalls preferred
DUTIES :
Provide Tier 2 technical support for end-users, resolving more complex IT issues escalated from Tier 1 support.
Troubleshoot and diagnose hardware, software, network, and system issues, ensuring timely resolution.
Utilize ticketing systems (e.g., ServiceNow) to manage and track support requests and incidents, ensuring all issues are handled in accordance with service-level agreements (SLAs).
Collaborate with the IT team to perform root cause analysis and implement long-term solutions for recurring issues.
Assist with system setup, configuration, installation, and maintenance for users.
Provide training and guidance to Tier 1 support technicians as needed.
Support and manage customer relationship management (CRM) platforms, with experience in Salesforce or other CRM systems being a plus.
Assist in the maintenance and updates of software applications, including Timberline Sage (preferred) and other business tools, ensuring operational efficiency.
Ensure IT compliance and help with audits, keeping systems secure and up to date.
Act as a liaison between the IT department and business stakeholders, offering insights into system functionality and suggesting improvements.
Assist with various IT projects and initiatives as needed.
Progression Inc. is an affirmative action / equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. #INDPRO
Company Description
Specializing in Legal, Administrative and Information Technology.
Rapid Response. Rapid Results.
Staffing and Recruiting Reston, Virginia 2K followers 11-50 employees
Company Description
Specializing in Legal, Administrative and Information Technology. Rapid Response. Rapid Results. Staffing and Recruiting Reston, Virginia 2K followers 11-50 employees
