Tier II Service Desk Specialist

NuAxis Innovations
Washington, DC
Nov 23, 2022
Nov 30, 2022
Full Time
*Job Summary: *The Service Desk Specialist must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Service Desk Specialist must operate with appreciable latitude in developing methodology and presenting solutions to problems. Must contribute to deliverables and performance metrics where applicable.*Essential Functions: *A' . Responds and diagnoses problems through discussion with users and hands-on assistance.A' . Provides on-site support to end users on a variety of issues.A' . Identifies, researches, and resolves technical problems.A' . Responds to tickets assigned by Tier 1.A' . Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.A' . Documents, tracks, and monitor tickets to ensure a timely resolution.A' . Provides second-tier support to users' applications or hardware issues.A' . Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.A' . Simulates or recreates user problems to resolve operating difficulties.A' . Recommends systems modifications to reduce user problems.A' . Performs Moves, Adds and Changes (MAC)*Education/Certification: *The ability to obtain at least one (1) of the following:A' . Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2007 or laterA' . Certifications in ITIL v3 FoundationsA' . Help Desk Institute's HDA/* certificationA' . Customer Service Representative Certification*Experience: *At least 2 years of current experience in participating in a desk-side support environment.Job Type: Full-timeSalary: $50,000.00 - $51,000.00 per yearBenefits:* 401(k)* Dental insurance* Flexible schedule* Health insurance* Life insurance* Paid time off* Vision insuranceExperience level:* 2 yearsSchedule:* On callExperience:* Help desk: 1 year (Preferred)* Windows: 1 year (Preferred)Work Location: On the road