Desktop Support Level II
- LOCATION: Onsite in San Antonio, Texas
- ROLE TYPE: Long Term Contract
- SCHEDULE: Monday-Friday 8am-5pm
POSITION SUMMARY: This position is responsible for ensuring customer satisfaction of end users and peers by resolving their reported technical issue in a vigorous, professional, and sincere manner. The Desktop Support Level II ensures that service delivery adheres to organizational standards. The individual will use his/her skills to preform the required job requirements to the organizations end users from a remote IT Service Desk environment. Ensuring timely incident resolution and superior customer service is a primary objective for the Desktop Support Level II role.
RESPONSIBILITIES:
- Ensure professional, timely and polite support to all our end users
- Have in depth knowledge of our tools and ticketing procedures
- Follow standard help desk protocols, procedures and guidelines as provided
- Identify, troubleshoot and resolve a wide range of computer & network related problems
- Basic understanding of Line of Business (LOB) applications and associated third party vendors
- Stay current with system information, changes and information technology updates
- Any other special projects or tasks assigned
QUALIFICATIONS:
- Create new tickets (ServiceNow *Preferred) for end users that place phone calls or start chat sessions with the Service Desk.
- Deploy applications using SCCM
- Basic knowledge of Active Directory
- Monitor the designated ticket queues to ensure all new tickets are triaged, resolved or escalated within 15 minutes or creation
- Resolve tickets when able based on documentation, training and tools.
- Develop, maintain, and execute a daily routine to review and update existing assigned tickets
- Follow ticket management principles per training
- 1st communication with the customer is attempted via a phone call
- Ensure SLA timelines are met
- Ensure ticket statuses are maintained correctly based on training provided
- Ensure accurate time worked is reported on each ticket
- Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
- Assume full ownership of all tickets assigned
- Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member.
- Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
- Complete Quality Assurance calls to end users following closure of tickets by Tier II and III.
PREFERRED QUALIFICATIONS:
IT industry certifications are preferred, specifically CompTIA A+, Network+, Security+, Microsoft Professional, and Cisco Associate
