Tier 2 Service Desk Specialist
| Company | Makpar |
|---|---|
| Location | Jacksonville, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- At least 2 years of experience in participating in a desk-side support environment providing IT hardware and software support.
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
Responsibilities
- Responds and diagnoses problems through discussion with users and hands-on assistance.
- Provides on-site support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to tickets assigned by Tier 1.
- Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
- Documents, tracks, and monitors tickets to ensure a timely resolution.
- Provides second-tier support to users’ applications or hardware issues.
- Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulates or recreates user problems to resolve operating difficulties.
- Recommends systems modifications to reduce user problems.
- Performs Moves, Adds and Changes (MAC)
Preferred Qualifications
- Possible travel up to 10%. Selectee *may* be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support. Travel will be reimbursed.
- Preferred Certifications: Microsoft Office Specialist certification for Office 2007 or later; One of the following – ITIL v3 Foundations, Help Desk Institute’s HDA, CSR, or other IT industry certification.