Tier 23 Help Desk Specialist
Tier 23 Help Desk Specialist
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Job Description
Job Title:Tier 2/3 Help Desk Specialist
Location:Fort Washington PA (Hybrid Work Environment)
Employment Type:Contract to Hire
Pay Rate:$36 per hour
Job Description:
We are seeking a knowledgeable and proactive Tier 2/3 Help Desk Specialist to join our IT support team dedicated to providing toptier service for our clients team in Fort Washington PA. This hybrid role offers a balance of remote work and onsite support providing flexibility and the opportunity for career advancement. As a Tier 2/3 Help Desk Specialist you will handle more complex technical issues working to ensure our clients team receives efficient and effective support thereby maintaining high levels of customer satisfaction.
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support for our clients team addressing complex hardware software and networkrelated issues via phone email and remote access tools.
- Troubleshoot and resolve escalated help desk tickets handling advanced technical problems and providing thorough resolutions.
- Collaborate with Tier 1 support and other IT teams to ensure seamless service delivery and efficient escalation processes.
- Document all support interactions and resolutions in the help desk ticketing system offering detailed reports and insights for our client.
- Assist with advanced system updates configurations and deployments for our clients infrastructure.
- Develop and improve help desk processes and create detailed knowledge base articles tailored to our clients needs.
- Stay informed of emerging technologies and industry trends to offer informed support and recommendations to our clients team.
- Participate in onsite support activities including complex hardware and software installations network configurations and user training sessions as required.
Qualifications:
- Associates or Bachelors degree in Information Technology Computer Science or related field or equivalent work experience.
- Minimum of 3 years of experience in a help desk or technical support role with experience in Tier 2 and Tier 3 support capacities.
- Strong expertise in Windows and Mac operating systems Microsoft Office Suite and common enterprise software applications.
- Extensive experience with network troubleshooting including WiFi VPNs LAN/WAN and server support.
- Excellent problemsolving skills and the ability to work under pressure especially with complex technical issues.
- Strong communication skills with a focus on customer service and user satisfaction particularly in a clientfocused environment.
- Ability to work independently and as part of a team in a hybrid work environment.
Preferred Qualifications:
- Advanced certifications such as CompTIA A Network Microsoft Certified Professional (MCP) or Cisco Certified Network Associate (CCNA).
- Experience with help desk ticketing systems and advanced remote support tools.
- Familiarity with ITIL processes and best practices for managing IT services.
Required Experience:
Unclear Seniority
Employment Type
Hourly
