Helpdesk Technician Level 2

Position:
Helpdesk Technician Level 2

Position Type:
Regular Full-Time Salaried Employee

Location:

Must be located in Orlando

Role Summary:

As a Tier 2 Helpdesk Support professional, your primary responsibility is to provide technical expertise and advanced troubleshooting to resolve complex software, hardware, or network-related issues escalated from Tier 1 support or identified through proactive monitoring. You will work closely with Tier 1 support staff, system administrators, and other IT teams to ensure timely and effective incident resolution. Your role requires in-depth technical knowledge, strong problem-solving skills, and the ability to handle escalated user issues.

RESPONSIBILITIES

• Advanced Troubleshooting:
  Resolve complex technical issues escalated from Tier 1 support by utilizing in-depth technical knowledge, troubleshooting methodologies, and problem-solving skills. Analyze symptoms, identify root causes, and implement appropriate solutions.

• Incident Management:
  Take ownership of escalated incidents and manage them through to resolution within defined service level agreements (SLAs). Collaborate with other IT teams and vendors as necessary to expedite incident resolution.

• Technical Expertise:
  Serve as a subject matter expert (SME) for specific applications, systems, or technologies. Stay up-to-date with the latest industry trends, best practices, and emerging technologies related to the supported environment.

• Knowledge Base and Documentation:
  Contribute to the creation and maintenance of the knowledge base by documenting known issues, resolutions, and troubleshooting procedures. Ensure accurate and up-to-date documentation to facilitate efficient issue resolution by Tier 1 support and self-service support for end-users.

• Root Cause Analysis:
  Conduct thorough investigations to determine the root cause of complex or recurring issues. Collaborate with other teams to implement preventive measures and recommend process improvements to minimize future incidents.

• Escalation and
  
  Collaboration:
  
  Collaborate with Tier 1 support staff, system administrators, network engineers, and other IT teams to resolve escalated issues. Provide guidance, advice, and technical assistance to Tier 1 support personnel to enhance their skills and knowledge.

• Change Management:
  Participate in change management processes by reviewing proposed changes, performing impact assessments, and ensuring smooth implementation of changes related to the supported environment.

• Training and Mentoring:
  Assist in training and mentoring new Tier 2 support staff, sharing knowledge, best practices, and technical expertise to enhance the overall capabilities of the team.

• Continuous Improvement:
  Identify areas for process improvement, automation, or streamlining support procedures to enhance efficiency, reduce incident resolution time, and improve user satisfaction.

QUALIFICATIONS & SKILLS

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• Proven experience in a helpdesk or technical support role, with a focus on Tier 2 or higher support.

• In-depth knowledge of operating systems, network protocols, software applications, and hardware components.

• Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.

• Familiarity with ITIL best practices and incident management processes.

• Strong knowledge with our ticketing systems, remote support tools, and system monitoring tools.

• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to both technical and non-technical stakeholders.

• Ability to work well in a team environment, collaborating with cross-functional teams to resolve issues.

• Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.

• Customer service orientation and a commitment to delivering high-quality support.

• Relevant certifications (e.g., CompTIA N+, Microsoft Certified Administrator Associate) are a plus.

COMMUNICATION SKILLS

• Clear and concise communication:
  Tier 2 support personnel must have excellent verbal and written communication skills.…