Tier II Help Desk Specialist

We are seeking a Tier II Help Desk Technician for an exciting opportunity.  The position will provide front line support for users and remote location users. The Tier II Help Desk Technician responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.  This person provides solutions to customer problems to ensure customer satisfaction and productivity. This involves researching, analyzing, resolving, and responding to intermediate-to-complex problems. This position has frequent contact with end-users and managers from all internal departments; also may have contact with third-party software, network and hardware vendors, resellers, or distributors. 

DUTIES:

• Log work order’s and ensure timely follow-up of projects before and after completion.
• Handle Microsoft Operating Systems, Microsoft Office, and Internet browser related issues and requests.
• Manage employee setup and user security within all managed systems including Active Directory, Cisco Call Manager, and Microsoft Reporting Services.
• Handle web site related support requests to include CMS changes, page adds/changes, and working with Vendors to resolve technical issues and requests.

REQUIRMENTS:

• 2-3 years of customer support experience in IT help desk environment. 
• Strong listening skills with ability to empathize, focusing on customer service; exceptional oral and written communication skills with all levels of customer, peers and managers via documentation, telephone and email.
• Ability to respond to common inquiries or complaints from customers, management and partners.