Provide end-user support for the desktop computing environment, network infrastructure, and physical and cyber security. Responsible for Incident Coordination for any urgent Information Technology (IT) issues. Monitor various IT systems, analyze performance data, and escalate to appropriate product specialist as needed. Analyze and provide Tier 2 technical support across all services, resolving escalated end-user issues and collaborating with IT development and infrastructure teams as needed. Set reasonable customer expectations for resolution time by determining scope, impact, and severity of issue. Respond to a broad range of service requests for support by providing information to fulfill requests or providing a resolution. Provide IT infrastructure support at various Company facilities. Provide Tier 2 investigation and diagnosis and promptly allocate unresolved issues as appropriate. Route unresolved incidents to the correct product specialist for resolution. Assist with the specification, development, research, and evaluation of services standards. Apply these standards to resolve or escalate issues and give technical briefings to staff members. Communicate with vendors regarding various hardware problems and ensure all problems are resolved within a reasonable time frame. Provide remote technical support online, over the phone, or through remote access. Provide guidance to junior members of the team. Work with product specialists to document and train other Level 1 and 2 personnel on any new features. Coordinate with the Computer Operations Manager in establishing priorities. Prepare training manuals and knowledge base articles for internal team and end-user guidance.
The position requires a minimum of five years of experience in a similar role, along with prior experience using help desk software and Microsoft applications. Candidates should hold an Associate Degree, Bachelor's Degree, or possess equivalent experience. While not required, seven or more years of experience in a similar position is preferred. Additionally, previous experience with Jira or other Service Management software is advantageous. A CompTIA A+ Certification is also preferred but not mandatory.
Work Shift
First Shift