OVERVIEW The Help Desk Technicianrsquos role is to provide TIER 2 technical support to customers over the phone using remote support tools. The Help Desk Technician will be using their technical skills and expertise to resolve issues and properly ensure that complex andor high priority problems are elevated to specialized support groups for resolution when needed. RESPONSIBILITIES Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community. Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Determines the most effective manner to resolve customer’s technical issue. Records required customer and incident information in an IT ticketing system. Updates tickets with appropriate entries of activities and closes tickets with resolution entered upon completion. Follows basic quality techniques in both processes and services to ensure the organizationrsquos quality standards are met. Resolves Level 2 work orders. Elevates complex andor high priority problems to the appropriate support groups for resolution. Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up. Works on Help Desk related projects as assigned by the Help Desk Manager. REQUIREMENTS Knowledge and Skill Requirements Proficiency working in an IT related field supporting end user devices, operating systems, applications, and basic wirelesswired connections support. Proficiency using Microsoft and Mac operating systems and office. Ability to research solutions and determine the best solution set for the current environment. Must be willing and able to learn new technologies as new products and services are adopted. Ability to explain technical terminology to non-technical end users and create knowledge base documents. Excellent interpersonal skills and customer service orientation. Excellent time management and organization skills to balance, prioritize and perform multiple tasks simultaneously in a fast-paced environment. Ability to work independently and as part of a team. Strong attention to detail. Self-motivated and highly organized. Must exercise discretion and sound judgement and be able to work well independently. Proficiency in all Level 2 requirements. Advanced Proficiency in Microsoft Office Products, including troubleshooting, usage, etc. At least 2 years of IT Support Experience or sufficient education (i.e. Bachelorrsquos degree). Ability to work with other groups within department to tackle larger scale or more difficult issues. Must be available for rotating on-call shifts to support after hours technicians. Minimum Qualifications – Education Prior Job Experience Bachelorrsquos degree or 2 years of equivalent experience 2 years of experience in scripting with (Windows and Mac environments) 2 years of experience in a technical, professional environment Local to area Eligible to work for any U.S. employer without sponsorship PREFERREDNICE TO HAVES A Certification a plus Certified Information Systems Security Professional (CISSP) ACMT Certification Network Adobe Certification