Provide advanced (Level 2) troubleshooting and problem resolution for support of MOD users. Provide support and technical assistance for IT Service Desk and IT projects. Research reported problems for resolution and develop proactive methods to prevent or reduce future occurrences. Provide support to Level 1 Analysts on standard MOD application programs, operating systems, and desktop configurations. Proactively monitor selected systems to minimize downtime and maintain system/network availabilities and baselines.
Areas of Responsibility:
- Provide advanced (Level 2) troubleshooting and problem resolution for problems transferred by the Level
- 1 IT Support Analysts. Work directly with Market and National Office personnel to research and resolve reported problems. Recommend proactive methods to prevent or reduce future occurrences. Coordinate problem determination and resolution with IT Engineering personnel as required.
- Provide support and technical assistance for Service Desk and IT projects.
- Document all problem information and actions accurately into the service desk ticketing platform. Develop and maintain up-to-date user documentation, as well as help desk procedures, special instructions, and issue tested resolutions for Level 1 IT Support Analysts. Assist in the development and maintenance of the Service Desk Knowledge Base System. Work with user base to discover IT requirements for existing and future environments.
- Assist with the creation, maintenance and support of user logons to access the organization’s IT resources.
- Manage Symantec VIP security system controls.
- Provide solutions to common problems and supply IT Service Desk staff with documentation and training to resolve future occurrences of these problems. Provide technical training for Level 1 personnel on standard applications programs, operating systems and desktop configurations as needed.
Educational Background:
Four year college degree or equivalent experience
Skills/Experience:
- 2 to 4 years experience
- Customer service experience, hardware/software support experience.
- Advanced knowledge and skills in PC technology, network systems, software packages (including the MS Office suite) and operating systems supported by IT. Must be capable of performing computer maintenance. Thorough understanding of use, installation and configuration of computer peripherals required. Excellent interpersonal, analytical, and customer service skills, and the ability to train others required.
Job Function:
Organization Info
Listing Stats
Post Date:
Feb 22 2019
Active Until:
Mar 22 2019
Hiring Organization:
March of Dimes
industry:
Nonprofit