We are seeking a highly motivated and customer-focused Level 2 Helpdesk Support Specialist to join our Technology Services team.

Requirements

Respond to and resolve customer inquiries and issues via phone, email, and in-person
Handle escalations from Level 1 support and provide technical assistance to customers and end-users
Document customer interactions and issues in our ticketing system
Escalate and forward more complex issues to the appropriate IT team
Provide exceptional customer service and maintain a positive attitude in a timely and professional manner
Identify and recommend solutions to improve customer satisfaction and reduce support calls
Collaborate with other teams to resolve complex issues and implement new systems and technologies
Create and maintain support documentation
Monitoring systems and processes
Administering users in Active Directory and applications
Coordinating with vendors to purchase, deploy, and RMA hardware
Instructing users on technology best practices

Benefits

Requirements

Respond to and resolve customer inquiries and issues via phone, email, and in-person

Handle escalations from Level 1 support and provide technical assistance to customers and end-users

Document customer interactions and issues in our ticketing system

Escalate and forward more complex issues to the appropriate IT team

Provide exceptional customer service and maintain a positive attitude in a timely and professional manner

Identify and recommend solutions to improve customer satisfaction and reduce support calls

Collaborate with other teams to resolve complex issues and implement new systems and technologies

Create and maintain support documentation

Monitoring systems and processes

Administering users in Active Directory and applications

Coordinating with vendors to purchase, deploy, and RMA hardware

Instructing users on technology best practices