Tier II Service Desk Specialist
Company: NuAxis Innovations
Location: San Francisco
Posted on: May 6, 2024
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Job Description:
We are a federal IT company on a mission to make customer
experience (CX) the center of every government solution. Technology
is our Passion. People are our Purpose. We know tech, but we love
people. NuAxis is home to thinkers and feelers, engineers and
artists. We work hard and support each other along the way.
Teamwork is more than just a buzzword for us, it's a state of
mind.
We believe happy employees do amazing work, so join our team NOW!
We are currently seeking a talented and motivated Tier II Service
Desk Specialist for a Full-Time position.
Job Summary: The Tier II Service Desk Specialist must possess and
apply expertise on multiple complex work assignments. Assignments
may be broad in nature, requiring originality and innovation in
determining how to accomplish tasks. The Service Desk Specialist
must operate with appreciable latitude in developing methodology
and presenting solutions to problems. Must contribute to
deliverables and performance metrics where applicable.
Essential Functions: Responds and diagnoses problems through
discussion with users and hands-on assistance.
Provides on-site support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to tickets assigned by Tier 1.
Ensures all assigned tickets are updated and moving towards a
successful resolution in a manner that meets or exceeds SLAs.
Documents, tracks, and monitor tickets to ensure a timely
resolution.
Provides second-tier support to users' applications or hardware
issues.
Interacts with network services, software systems engineering,
and/or applications development to restore service and/or identify
and correct core problems.
Simulates or recreates user problems to resolve operating
difficulties.
Recommends systems modifications to reduce user problems.
Performs Moves, Adds and Changes (MAC)
Education/Certification: The ability to obtain at least one (1) of
the following:
Current Microsoft Certified exam qualifying as a Microsoft Office
Specialist for Office 2007 or later.
Certifications in ITIL v3 Foundations
Help Desk Institute's HDA* certification.
Customer Service Representative Certification
Knowledge Requirements: Must have at least 2 years of current
experience in participating in a desk-side support environment.
Must also have at least one current Microsoft Certified exam
qualifying them as a Microsoft Office Specialist for Office 2007 or
later Certifications in ITIL v3 Foundations or Help Desk
Institute's HDA* certification or Customer Service Representative
certifications is required.
Experience: At least 2 years of current experience in participating
in a desk-side support environment.
Does this opportunity sound like a fit for you? If so, join our
talent community and click to apply now!! Our Profile: We are an IT
company with a unique mission-to make people the center of every
federal IT solution. Our technologists have always gone the extra
mile to help our federal clients succeed. And over the years, we
saw a growing disconnect in how federal IT initiatives were built
and managed. Time after time, programs failed because the focus was
on the tools and products and not the people using them. Learn More
NuAxis is an Equal Opportunity/Affirmative Action Employer,
including Vets and Disabled. Employment is contingent upon
successful completion of a background investigation. Learn More
about our Benefits and Culture!
#NAI #DICE
Keywords: NuAxis Innovations, Salinas , Tier II Service Desk Specialist, Other , San Francisco, California
Click
here to apply!
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