Helpdesk Support Technician 2

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The Help Desk Support Technician 2 provides support to end users for computer, application, system, device, access and hardware issues. Utilize technical experience and customer service skill to assist end users to resolve incidents and fulfil requests remotely and escalate as needed. Involvement in project planning; installing, configuring, upgrading, and troubleshooting of computer-related hardware and software components, responding to and resolving customer requests; team leadership to ensure customer support expectations are addressed in accordance with policy, meeting service level requirements and providing excellent customer service.
The Help Desk Support Technician 2:
+ Identifies, researches, and resolves technical problems of moderate complexity.
+ Responds to telephone, email and online requests for technical support.
+ Documents, tracks, and monitors the problem using applicable systems and tools.
+ Decisions are ...