Tier 2 Help Desk Specialist

SES Corporation

Austin (TX)

On-site

USD 48,216 - 55,104

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Medical

Dental

Vision

Company paid Life Insurance

401k with employer contribution

Paid Time Off

Pet Insurance

Job summary

A technology services company is seeking an IT Support Specialist in Austin, Texas. The role involves providing tiered technical support across various IT infrastructure services, handling advanced troubleshooting for escalated tickets. Candidates should have a bachelor's degree in IT or a related field, alongside relevant experience. Preferred skills include CompTIA A+ certification and effective communication capabilities. Competitive benefits and full-time employment are offered.

Qualifications

2 years of experience in IT support.
Public trust security clearance required.
CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations are preferred.

Responsibilities

Supports escalation of tickets from Tier 1 for advanced troubleshooting.
Manages documenting incidents and collaborating with other technical teams.
Serves as advanced technical support for organization's software applications.

Skills

Technical support

Problem solving

Communication skills

Organizational skills

Teamwork

Education

Bachelor's degree in IT, Computer Science, or related discipline

Job description

Overview

5 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Years of Experience: 2 years of experience

Education Requirements: Bachelor's degree in IT, Computer Science, or related discipline

Program Description

The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description

Supports the escalation of tickets from Tier 1 for advanced troubleshooting. Analyze recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams.

Responsibilities

Serves as advanced technical support for an organization's software applications and collaboration platforms
Serve as an escalation point for complex issues that Tier 1 support cannot resolve, requiring deeper knowledge of specific systems, software configurations, and user environments

Requirements

Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
Public trust security clearance

Preferred Skills

CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred

Soft Skills

Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills
Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
Problem Solving: Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
Results oriented: Able to drive things forward regardless of personal interest in the task

Benefits