Help Desk Specialist (Tier II)

General Summary:

The Help Desk Specialist (Tier II) is responsible for handling Tier II support of customer service requests.  This relates to technologies including: workstations, servers, virtualization, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:

  • Support relating to technical issues involving Microsoft’s core business applications (AD, DNS, Exchange, SQL, Hyper-V, etc.), VMware Virtualization, and Client Operating Systems
  • Support of backup and disaster recovery solutions
  • Basic technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review within customer management and support systems
  • Detailed communication with customers as required: keeping them informed of incident progress, changes, or outages

Additional Duties and Responsibilities:

  • Improve customer service, value, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require Service Network Engineer level support
  • Responsible for entering time and expenses as it occurs
  • Understand processes in customer support systems by completing assigned training criteria
  • Enter all work as service tickets into customer support system

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Minimum 2 years of experience in a similar role
  • Professional IT Certifications, such as: Microsoft  MCP/MCSA, Cisco CCNA, or CompTIA Network +
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as communication skills, active listening, and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast moving environment

To apply, submit resume to

Access One Inc