Help Desk Support II - Maitland, FL

Job description

SUMMARY: The Help Desk Technician II provides second level (Tier II) support for the resolution of IT issues for end-users. This position serves as an escalation point for issues Help Desk Technician (or Support) I (Tier I) employees have been unable to resolve. The person in this role works to provide innovative solutions to minor issues that can come up at the user base, and also devises more efficient ways of solving common issues. This person in this position documents solutions to support continual education of department staff and ongoing process improvement efforts. Additional duties may be required or assigned to persons employed in this position. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Provide technical support to end-users via telephone, e-mail, and self-service requests. - Be an escalation point for Tier 1 issues that need additional support. - Diagnose and repair hardware and software problems; contact end users as needed to discuss specific symptoms of equipment failure and nature of repairs required, and possible solutions to equipment problems. - Log all customer problems and track each through to resolution; initiate escalation as appropriate to ensure management a...