Helpdesk Support Tier II

High profile company in Phoenix is looking for a strong Helpdesk professional.

Individual will be providing second and first level support to the users of the company's computer systems and related equipment located at their stores, corporate office, Distribution Centers, and remote user locations.

Individual will Interpret, evaluate, and resolve complex problems reported to the help desk regarding hardware to include printers and all peripherals, system software, and business applications.

Individual will answer incoming telephone calls while providing immediate solutions whenever possible.

They will also escalate problems to second or third level support personnel when appropriate, via defined escalation procedures.

Log all calls in a problem tracking system to be utilized for reporting and knowledgebase.

Place service calls to outside vendors while monitoring and tracking the call to closure.

Monitor all Support Center queues and open, resolve or reassign tickets appropriately.

Follow-up with clients to make sure their problem/request was handled according to set standards and procedures.

Keep informed and current with all procedures for systems and equipment, ensuring that documentation is up-to-date and accurate.

Research, resolve and respond to incoming questions in a timely manner specified within the Service Level Agreement.

Prepare in advance for new releases and rollouts to anticipate customer inquiries.

Maintains an excellent rapport with clients and informs them of changes in status to open trouble tickets.

Keeps management and clients updated with changes in status of major system or network outages.

Education and/or Experience

A minimum of an Associates Degree in Computer Science and/or one to two years experience performing in an Operations and/or Help Desk function; preferably in a retail environment.

Skills and Abilities

Experience with:

• Point of Sale to include software and operating system, cash registers, hand scanners, table scanners, receipt printers, and debit/credit pinpads.
• Microsoft Windows NT/2000/2003/XP both professional and server.
• Microsoft Office 2000/2003
• Microsoft Outlook 2000/2003, Outlook Web Access, and Exchange client.
• Some understanding of LAN/WAN network protocols and equipment.
• Printers (Laser, Desktop, Network, Dot Matrix)