Help Desk Specialist II

*Please NO Phone Calls or Emails. We will not work with any recruiters for this role.*

Summary

The Help Desk Specialist II provides Tier II Service Desk and Desktop Support, assisting end-users with troubleshooting, diagnosing, and resolving hardware and software issues. This role involves the installation and configuration of hardware, software, and peripherals, as well as resolving escalated issues from Tier I support. As a key technical resource, the Help Desk Specialist II ensures a high level of service and technical expertise to maintain productivity and minimize downtime for users. This role requires a blend of technical skills and customer service orientation to address and resolve end-user issues efficiently.

Key Responsibilities:

1. Technical Support and Troubleshooting:

   • Provide Tier II support by diagnosing, troubleshooting, and resolving hardware and software issues for end-users.
   • Address and resolve issues escalated from Tier I, ensuring efficient resolution of complex technical problems.

2. Hardware and Software Installation:

   • Install, configure, and maintain hardware and software on desktops and peripherals, including printers, external drives, and other devices.
   • Perform upgrades and installations to support users in optimizing their desktop and peripheral functionality.

3. Service Desk Operations:

   • Support Service Desk operations by maintaining a high level of responsiveness and accuracy in addressing user requests.
   • Collaborate with team members to ensure a smooth escalation process and provide detailed information for continued service improvement.

4. Documentation and User Guidance:

   • Maintain accurate documentation of issues, resolutions, and updates in ticketing systems.
   • Provide guidance and support to end-users, promoting best practices for troubleshooting and self-service.

5. System Maintenance and Updates:

   • Assist in maintaining system security, updates, and configuration changes as needed.
   • Work with team members to implement changes and updates that enhance end-user support and system functionality.

Qualifications:

• High school diploma required; technical certifications (such as A+, Linux+, Network+, MCE, MCSA) or Associate’s degree preferred.
• Minimum of 2 years of experience in Tier I & Tier II Service Desk and Desktop Support operations.
• Proficient in diagnosing and resolving a variety of hardware and software issues.
• Excellent communication and customer service skills, with a demonstrated ability to work collaboratively within a team.

Location Requirement:

The ideal candidate should reside in the Metro Atlanta, GA area. While this position is primarily remote, there may be occasional requirements to report in person as needed for team meetings or project-related tasks.