The Help Desk Specialist - Tier II, will serve as the escalated support for applications phone and email support requests, and will provide direct on-site and remote administrator support as well as limited audio/visual support, and limited mobile phone/asset management support in a Help Desk environment. Serves as the initial point of contact for troubleshooting all IT related problems, including, hardware/software and passwords. Monitor and Report Network and Application Status to ensure availability. Assist engineers in identifying/resolving problems to ensure that the network and applications are up and online. Provide site management, and ensure systems are operational. Evaluates performance results and recommends major changes affecting short-term project growth and success.
Provides support for implementation, troubleshooting and maintenance of IT systems. Manages IT system infrastructure and any processes related to these systems. Provides support to IT systems including: day-to-day operations, monitoring and problem resolution for all of the client problems.
Provides second level problem identification, diagnosis and resolution of problems. Provides support for the dispatch system and hardware problems and remain involved in the resolution process. Provides support for the escalation and communication of status to agency management and internal customers.