Service Desk Tier 2

The Service Desk Tier 2 Tech Support shall be responsible for IT problems or requests that cannot be resolved at the Service Desk Tier 1 level. The persons assigned to this function will work directly with end users either remotely or at the customer’s location until the incident or request is resolved.

Requirements

• Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
• Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
• Route tickets to the Tier 3 Support team if incidents or problems are identified as major and require a code or configuration change.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off