Help Desk Support Specialist II

Relies on extensive experience and judgment to plan and accomplish goals.May lead and direct the work of others.Serves as the initial DIO point of contact for troubleshooting hardware and software problems.Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues.Utilizes product information or solution database to research, troubleshoot, and deliver solutions.Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using help desk systems or tools.Escalates problems to appropriate levels or teams to achieve issue resolution.May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.Fulfills all service level standards for response time and quality.Works under the close direction of senior personnel in the functional area.Possesses a moderate understanding of general aspects of the job.1+ years of experience in a help desk role or similar.Knowledge of commonly-used concepts, practices, and procedures within a particular field.IAT Level I certified