The Tier 2 Application Help Desk Specialist, will serve as the escalated support for applications phone and email support requests, and will provide direct administrator support in a 24/7 Help Desk environment. Provides phone support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as the initial point of contact for troubleshooting all IT related problems, including, SharePoint, 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. Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks. Has the ability to apply a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments.
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. Must possess experience in one or mores systems and architectures and associated hardware: mainframe, mini, or client/server