System One Holdings, LLC
Technical Support Specialist 2
System One Holdings, LLC, Birmingham, Alabama, United States, 35275
Technical Support Specialist 2
Birmingham, AL
Assignment Duration:
January 1, 2025 - January 1, 2028 (Estimated)
Position Overview: We are seeking a skilled and proactive IT Support Specialist for a Level 2 HelpDesk role to join our team. In this position, you will act as a key point of contact for IT support, managing inbound incidents that have been escalated from Level 1, and providing timely resolution either remotely or by collaborating with other IT teams for more complex issues. The ideal candidate will have 3-5 years of experience in IT support, with strong troubleshooting skills and a focus on customer service excellence.
Key Responsibilities: Serve as the second level of support for escalated IT incidents, ensuring prompt and effective resolution of technical issues that have been passed on from Level 1. Troubleshoot and resolve more complex technical issues, including advanced hardware, software, and network problems. Field inbound contacts via phone, email, and web forms, providing timely, professional support and troubleshooting assistance to end users. Log incidents and resolutions into the ticketing system, ensuring accurate and detailed documentation of all troubleshooting steps and outcomes. Collaborate with cross-functional teams or senior IT staff to resolve escalated issues that require in-depth technical knowledge. Maintain a customer-first approach, ensuring user satisfaction while addressing and resolving technical concerns. Assist in the development and refinement of the knowledge base by contributing solutions to common or recurring problems. Perform routine maintenance and system checks to prevent potential IT issues. Desired Qualifications:
3-5 years of experience in IT support, preferably in a Level 2 or similar technical role. Strong knowledge of IT systems, hardware, software, and networks, with the ability to troubleshoot and resolve more complex issues. Experience using ticketing systems and IT service management tools to log, track, and resolve incidents. Excellent communication skills, both written and verbal, with the ability to explain technical issues clearly to non-technical users. Strong problem-solving skills with the ability to think critically and work independently to resolve technical issues.
Birmingham, AL
Assignment Duration:
January 1, 2025 - January 1, 2028 (Estimated)
Position Overview: We are seeking a skilled and proactive IT Support Specialist for a Level 2 HelpDesk role to join our team. In this position, you will act as a key point of contact for IT support, managing inbound incidents that have been escalated from Level 1, and providing timely resolution either remotely or by collaborating with other IT teams for more complex issues. The ideal candidate will have 3-5 years of experience in IT support, with strong troubleshooting skills and a focus on customer service excellence.
Key Responsibilities: Serve as the second level of support for escalated IT incidents, ensuring prompt and effective resolution of technical issues that have been passed on from Level 1. Troubleshoot and resolve more complex technical issues, including advanced hardware, software, and network problems. Field inbound contacts via phone, email, and web forms, providing timely, professional support and troubleshooting assistance to end users. Log incidents and resolutions into the ticketing system, ensuring accurate and detailed documentation of all troubleshooting steps and outcomes. Collaborate with cross-functional teams or senior IT staff to resolve escalated issues that require in-depth technical knowledge. Maintain a customer-first approach, ensuring user satisfaction while addressing and resolving technical concerns. Assist in the development and refinement of the knowledge base by contributing solutions to common or recurring problems. Perform routine maintenance and system checks to prevent potential IT issues. Desired Qualifications:
3-5 years of experience in IT support, preferably in a Level 2 or similar technical role. Strong knowledge of IT systems, hardware, software, and networks, with the ability to troubleshoot and resolve more complex issues. Experience using ticketing systems and IT service management tools to log, track, and resolve incidents. Excellent communication skills, both written and verbal, with the ability to explain technical issues clearly to non-technical users. Strong problem-solving skills with the ability to think critically and work independently to resolve technical issues.