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Urgent! Tier 2 Help Desk Specialist Job Opening In Austin – Now Hiring Systems Engineering Solutions Corporation
Years of Experience: 3 years of experience
Education Requirements:Bachelor’s degree in IT, Computer Science, or related discipline
Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering.
Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description: The Tier 2 Help Desk Specialist provides advanced technical assistance and problem resolution for escalated issues that cannot be resolved by Tier 1 support.
This role requires strong technical expertise, analytical ability, and effective communication skills to troubleshoot complex hardware, software, and network issues.
The Tier 2 Specialist collaborates closely with Tier 1 technicians, Tier 3 engineers, and system administrators to ensure prompt, efficient, and high-quality support to end users.
Responsibilities:
+ · Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
+ · Analyzes recurring issues to identify potential areas for improvement within systems or processes.
+ · Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams.
Provides laptop/desktop/phone support and provisioning.
+ · Develop, maintain, and update knowledge articles in support of shift left troubleshooting at Tier 1.
+ · Provide second-level technical support for escalated incidents and service requests from Tier 1 Help Desk.
+ · Diagnose and resolve complex hardware, software, and network problems through in-depth analysis and troubleshooting.
+ · Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
+ · Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
+ · Support installation, configuration, and maintenance of operating systems, applications, and end-user devices.
+ · Administer user accounts, permissions, and group policies in Active Directory, Exchange, and related systems.
+ · Analyze recurring incidents to identify root causes and recommend process or technology improvements.
+ · Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.
+ · Communicate effectively with end users and stakeholders regarding issue status and resolution progress.
Requirements
Required Skills:
+ · Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
+ · 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities
+ · Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira).
+ · Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications.
+ · Ability to obtain public trust security clearance
Preferred Skills
+ CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills:
+ Organizational Skills: Can plan and prioritize work.
Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard.
Good attention to detail.
+ Team Work: Able to enthuse and maintain project interest.
Comfortable working both individually and as part of a team.
Prepared to challenge ideas within a group in a constructive way.
+ Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
Able to present ideas in a variety of ways depending upon audience and context.
Excellent active listening skills.
+ Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.
+ Problem Solving:.
Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
+ Results oriented: Able to drive things forward regardless of personal interest in the task.
Benefits
SES provides a competitive salary and the following benefits:
+ Medical
+ Dental
+ Vision
+ AD&D
+ STD
+ LTD
+ Company paid Life Insurance
+ 401k with employer contribution
+ Paid Time Off
+ Pet Insurance
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Unlock Your Tier 2 Potential: Insight & Career Growth Guide
Real-time Tier 2 Jobs Trends in Austin, United States (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Tier 2 in Austin, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 16451 jobs in United States and 138 jobs in Austin. This comprehensive analysis highlights market share and opportunities for professionals in Tier 2 roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Systems Engineering Solutions Corporation is currently hiring and seeking a Tier 2 Help Desk Specialist to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Systems Engineering Solutions Corporation adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Tier 2 Help Desk Specialist Jobs United States varies, but the pay scale is rated "Standard" in Austin. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Tier 2 Help Desk Specialist typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your Tier 2 Help Desk Specialist interview at Systems Engineering Solutions Corporation, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Systems Engineering Solutions Corporation's products or services and be prepared to discuss how you can contribute to their success.
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