Help Desk Agent II

Summary

Provide tier 2 technical support to customers both over the phone using remote support tools and in person. The Help Desk Technician will be using their technical skills and expertise to resolve issues and properly ensure that complex and/or high priority problems are elevated to specialized support groups for resolution when needed. Acts as initial contact for customers and assists in providing user-level technical support. Routinely receives guidance and training to support the needs of the department.

Duties & Responsibilities

• Answers calls using call center solution and provides information, technical support, or escalation as needed
• Provides support for all Information Technology products and services.
• Determines the most effective manner to resolve customer's technical issue
• Records required customer and incident information in an IT ticketing system.
• Resolves Level 1 and Level 2 work orders.
• Works on Help Desk related projects as assigned by the Sr. Help Desk Agent
• Contribute to knowledge base articles and documentation of incident resolution
• Manage ticket queue and routing to correct technical support team