Tier II Help Desk
Location: Frankfort, KY - Hybrid
Job Description:
We are seeking a skilled IT Support Technician / Tier II Help Desk to join our team in Frankfort, KY. The ideal candidate will have strong general computer skills, experience with enterprise-level IT support, asset management expertise, and familiarity with service desk support. The candidate will be responsible for a range of tasks, including troubleshooting, managing hardware requests, and providing user guidance.
Responsibilities:
- Advanced Troubleshooting: Investigate and resolve complex technical issues related to the a tax system, including system errors, data discrepancies, and software bugs.
- User Training and Support: Provide training sessions and create user guides to empower users with intermediate-level system knowledge.
- Root Cause Analysis: Conduct thorough analysis to identify underlying causes of recurring issues and implement preventive measures.
- Collaboration: Work closely with Tier III support and system administrators to implement solutions and system enhancements.
- Documentation: Update and maintain knowledge base articles, troubleshooting guides, and system documentation for internal reference and user self-service.
Qualifications:
- Technical Proficiency: Proficiency in troubleshooting complex software and database issues, preferably with experience in SQL queries and database management.
- Problem-Solving Skills: Ability to analyze complex technical problems, develop innovative solutions, and implement best practices.
- Customer Focus: Commitment to providing exceptional customer service and support, with a focus on user satisfaction and system usability.
