Job Description

Description

Our client is seeking a Tier 2 Help Desk Technician for an exciting contract to hire scenario. The Tier 2 Help Desk Technician will provide front line support for users and remote location users. The Help Desk Technician responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. This person provides solutions to customer problems to ensure customer satisfaction and productivity. This involves researching, analyzing, resolving, and responding to intermediate-to-complex problems via telephone, e-mail, and callbacks. This position has frequent contact with end-users and Managers from all internal Departments; also, may have contact with third-party software, network and hardware vendors, resellers, or distributors. This position ensures detailed call logging in work order system.

DUTIES:

• Be initial point of contact for all phone calls into IT department.
• Log help desk tickets and ensure timely follow-up of projects before and after completion
• Handle front line trouble calls for Automotive specific software, Microsoft Operating Systems, Microsoft Office, and Internet browser related issues and requests
• Manage employee setup and user security within all managed systems including Active Directory, Exchange, Cisco Call Manager, and Microsoft Reporting Services
• Handle management and follow-up of work order database system
• Handle web site related support requests to include CMS changes, page adds/changes, and working with Vendors to resolve technical issues and requests
• Complete field tech tickets one day per week; includes driving to different dealerships to install new gear, repair broken equipment and general tasks that require hands-on attention
• After-hours pager up to twice per month

REQUIREMENTS :

• A minimum of an AA Degree is required (4-year degree preferred)
• 2+ years of customer support experience in IT help desk environment
• Strong listening skills with ability to empathize, focusing on customer service; exceptional oral and written communication skills with all levels of customer, peers and managers via documentation, telephone and email
• Ability to respond to common inquiries or complaints from customers, management and partners
• High level of integrity and a team-focused individual
• Experience supporting and troubleshooting issues in a Windows 10 based environment

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