Tier 2 Help Desk Specialist

Overview 5 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Years of Experience: 2 years of experience Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline Program Description The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers. Position Description Supports the escalation of tickets from Tier 1 for advanced troubleshooting. Analyze recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams. Responsibilities Serves as advanced technical support for an organization's software applications and collaboration platforms Serve as an escalation point for complex issues that Tier 1 support cannot resolve, requiring deeper knowledge of specific systems, software configurations, and user environments Requirements Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree Public trust security clearance Preferred Skills CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred Soft Skills Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency. Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions. Results oriented: Able to drive things forward regardless of personal interest in the task Benefits Medical Dental Vision AD&D STD LTD Company paid Life Insurance 401k with employer contribution Paid Time Off Pet Insurance Seniority level Associate Employment type Full-time Job function Other Industries: IT Services and IT Consulting Referrals increase your chances of interviewing at SES Corporation by 2x Get notified about new Specialist jobs in Austin, TX . General - Interested in future opportunities? IT Contractor (6 months - 100% Remote USA) System Administrator -On Campus Position Austin, Texas Metropolitan Area $35 - $40 6 days ago Senior Technical Integration Specialist - Remote We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr SES