Level II IT Support Specialist
Albuquerque, NM
Category: Information Technology
Reference ID: 10071798
Shortcut: http://addisongroup.gosnaphop.com/YT0U1b
Reports To |
Service Desk Manager |
Position Summary |
This position is responsible for providing the highest-level complex deskside technical support (including answering user PC and software questions and providing resolution to issues), maintaining a log through data entry, and prioritizing questions into a call tracking system. Serve as interface between the Service Desk and Desktop Engineering for all end point related and/or support systems impacts. Responsible for top level escalation support for the Service Desk including VIP and Executive support. Will be the point of contact on projects and DSS initiatives as assigned. |
Responsibilities and Duties |
|
Typically Required Education |
Associate's Degree |
Required Attitudes, Efforts, Abilities and Behaviors |
Required attitudes: Strong analytical and troubleshooting skills to quickly identify and resolve complex technical issues. Exceptional customer service skills, with the ability to communicate technical information clearly and effectively to both technical and non-technical users. Knowledge required: Deep knowledge of operating systems (Windows, Linux), server administration, network configuration, and various hardware and software platforms. Abilities required: Ability to work independently to resolve all but most complex issues. Relationship management: Excellent communication skills to effectively interact with staff, understand their needs, and provide clear, timely support. Strive to consistently have positive interactions and be aware of various communication styles (non-verbal communication, body language). Cultivate and maintain strong relationships with clients and executives by understanding their needs and providing tailored technical solutions. |
Required Industry Experience |
Minimum of 3 years of experience technical support or help desk. |
Required Travel |
Some travel to company sites |
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