Technical Support II

Summary: Technical Support II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help/technical requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Essential Duties and Responsibilities : Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. Assist in software releases and rollouts and communication to the end users according to the company's Change Management policies and procedures. Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Build rapport and elicit problem details from external and internal customers. Serve as escalation point from Technical Support I when needed. Prioritize and schedule problems. Escalate problem (when required) to Infrastructure team. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution, in collaboration with System Administrator. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups to help requests. Develop help sheets and FAQ lists for end users. Reinforce SLAs to manage end-user expectations. Perform other duties as needed by Manager. MEMBER FDIC/EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER/DRUG FREE WORKPLACE