Responsibilities Include
Serve as the Tier 2 Resource for assigned systems. Responsibilities include, but are not limited to the following:
Resolve escalated issues as assigned system expert.
Provide second level Help Desk support by working with the Steritech IT Help Desk, 3rd party technical support, vendors and Telco as required to resolve issues while strictly following the defined SOP of trouble ticketing, ticket escalation and notification, and ticket resolution.
Perform administration, maintenance and upgrades for assigned systems.
Develop custom reports and perform ad hoc data analysis as requested.
Responsible for managing client expectations for issues and requests received from the user community.
Serve as an Analyst resource on Development Projects (as needed) reporting to the assigned IT Project Manager. Responsible for additional IT project work as assigned.
Effectively manage time and work-load based on priorities communicated by the Operations Manager.
Participate in on-boarding and training of new Help Desk Support Specialists as requested by Operations Manager.
Actively participate in all meetings with a positive, solution-oriented attitude.
Provide consistent communication and reports status to Operations manager as requested.
Resolve and/or escalate issues in a timely fashion.
Proactively identify opportunities for improvement and recommend solutions to the Operations Manager.
Build positive relationships with user community by providing excellent service/support and consistent communication as appropriate.
Job Requirements
Applicants must meet one of the following:
4 year degree in business or technology with 2-4 years Help Desk experience. OR
2 year degree in business or technology with 4-6 years Help Desk experience. OR
6-8 years of Help Desk or software development experience.
Working Knowledge in the following areas are required:
Microsoft operating systems and applications for servers, desktop PCs, and handheld PCs.
Databases, SQL, Accounting and reporting packages
Software Development Lifecycle and Methodology
Help desk and ticketing processes and procedures
The Steritech Group, Inc. is an Equal Opportunity/Affirmative Action Employer
Applications must be submitted at www.steritech.com/careers for consideration.
#Charlotte#careers#Technical Support#TierII
Industry: Business Services
Discipline: Sales/Technical Support
Experience: Less than 5 Years
Compensation: --
Company: Steritech