Tennessee Staffing
Tier II Help Desk Technician
We are seeking a capable and customer-oriented Tier II Help Desk Technician to join our client's IT support team. This role provides an excellent opportunity to provide advanced technical assistance and support to end-users, contributing to the seamless operation of our IT systems. As a Tier II Help Desk Technician, you will play a vital role in providing second-level support to end-users, diagnosing and resolving complex technical issues, and ensuring prompt and efficient problem resolution. Your technical expertise, excellent communication skills, and dedication to customer satisfaction will be key assets in this role. Key Responsibilities: Respond to and resolve escalated technical support requests via phone, email, and ticketing system. Diagnose and troubleshoot hardware, software, and network-related problems for end-users. Provide timely and effective solutions to complex technical issues, maintaining a high level of customer satisfaction. Collaborate with Tier I Help Desk technicians to provide guidance, mentorship, and issue escalation as needed. Perform remote troubleshooting through diagnostic techniques and relevant tools. Install, configure, and update software applications and operating systems. Assist with user account management, permissions, and access control. Maintain accurate records of support requests, solutions provided, and technical documentation. Communicate technical information to non-technical users in a clear and concise manner. Contribute to the creation and maintenance of knowledge base articles and support documentation. Stay informed about industry trends, emerging technologies, and best practices to enhance service quality. Requirements Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 3+ years of experience in a Tier II Help Desk or similar technical support role. Strong proficiency in diagnosing and troubleshooting hardware, software, and network issues. Solid understanding of Windows and/or macOS operating systems. Familiarity with Active Directory, user account management, and basic network concepts. Excellent communication skills, both verbal and written, with the ability to convey technical concepts clearly. Customer-focused attitude and a commitment to delivering high-quality technical support. Ability to work independently and collaboratively within a team environment. Relevant certifications such as CompTIA A+, Network+, or equivalent are advantageous. Experience with remote support tools and ticketing systems. Knowledge of scripting or automation tools is a plus!
We are seeking a capable and customer-oriented Tier II Help Desk Technician to join our client's IT support team. This role provides an excellent opportunity to provide advanced technical assistance and support to end-users, contributing to the seamless operation of our IT systems. As a Tier II Help Desk Technician, you will play a vital role in providing second-level support to end-users, diagnosing and resolving complex technical issues, and ensuring prompt and efficient problem resolution. Your technical expertise, excellent communication skills, and dedication to customer satisfaction will be key assets in this role. Key Responsibilities: Respond to and resolve escalated technical support requests via phone, email, and ticketing system. Diagnose and troubleshoot hardware, software, and network-related problems for end-users. Provide timely and effective solutions to complex technical issues, maintaining a high level of customer satisfaction. Collaborate with Tier I Help Desk technicians to provide guidance, mentorship, and issue escalation as needed. Perform remote troubleshooting through diagnostic techniques and relevant tools. Install, configure, and update software applications and operating systems. Assist with user account management, permissions, and access control. Maintain accurate records of support requests, solutions provided, and technical documentation. Communicate technical information to non-technical users in a clear and concise manner. Contribute to the creation and maintenance of knowledge base articles and support documentation. Stay informed about industry trends, emerging technologies, and best practices to enhance service quality. Requirements Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 3+ years of experience in a Tier II Help Desk or similar technical support role. Strong proficiency in diagnosing and troubleshooting hardware, software, and network issues. Solid understanding of Windows and/or macOS operating systems. Familiarity with Active Directory, user account management, and basic network concepts. Excellent communication skills, both verbal and written, with the ability to convey technical concepts clearly. Customer-focused attitude and a commitment to delivering high-quality technical support. Ability to work independently and collaboratively within a team environment. Relevant certifications such as CompTIA A+, Network+, or equivalent are advantageous. Experience with remote support tools and ticketing systems. Knowledge of scripting or automation tools is a plus!